Complaint Regarding Unauthorized Billing and Contract Issue for Samsung S24 FE

On January 22, 2025, I was contacted by Telkom, and I entered into a contract for a Samsung S24 FE. I spoke with an agent named Nondumeso Dlamini, who confirmed my approval for the phone. However, the delivery was delayed. After multiple calls to the call center, I was told that the delivery services had difficulty locating my address, and I was promised that the phone would be delivered the next day. Unfortunately, the phone never arrived, and after waiting through the weekend, I visited the Sandton branch on February 15, 2025, to cancel the contract. During this visit, a sales consultant apologized and informed me that the phone had been out of stock since January. They also offered me a new contract for a Huawei Nova 13, which I agreed to, and I received the phone that same day. However, to my shock, I later received an invoice for two phones, one for the Samsung S24 FE (which I never received) and one for the Huawei Nova 13 (which I have in my possession). I immediately contacted the Telkom call center to resolve this misunderstanding, but I was told multiple times that it would take 72 hours for a response. Despite this, no resolution has been offered to date, and I am still being billed for a phone I never received. Additionally, when I raised the issue with the call center, one agent, Lungelo Ndawonde, even suggested suspending the number in question as a potential solution, but no further action was taken. Given that the invoice indicates I will be debited for two phones by March 31, 2025, I am requesting immediate intervention to resolve this matter, as I cannot afford to pay for a phone I have never received.