CANCELLATION AND REFUND REQUEST

I was sold a contract that I did not want or need when I upgraded 1 of my 3 contracts with Telkom. I then visited the store in Clearwater Mall where I was guaranteed the contract will be cancelled as the sim card was still sealed and I will receive a full refund for any premiums collected. I was promised a consultant would call me and process the cancellation and refund and I was provided with a case number.My case number with Telkom is ***7. I have since contacted Telkom on a number of occasions and I was promised my refund will be processed and the contract was cancelled. I was requested to prove payment was made by sending my bank statements to *** which I did but I never heard back from Telkom. I was surprised today with a bill which is double and still no refund in sight. My call was cut twice by 2 consultants and the 3rd consultant Simphiwe Nkosi laughed when I expressed my unhappiness and disgust at the service receive. I am a single parent and have a tight budget. I expect to be treated fairly. Can a manager contact me because I need feedback from Telkom