Contract phone not received after 2 years

I took out a phone contract for a sony in 2017 November. I returned the phone to Telkom Mall of the South branch within 7 days of purchasing the phone as it was faulty. The phone was then taken in for evaluation and the outcome was that the phone was faulty and I should be issued with a new phone. The phone was not available at that point in time and i was advised they would contact me when it is available. After months(a year to be exact) of waiting for the phone to be available and following up with the Telkom branch, I eventually logged a cancellation for the contract. The cancellation was never carried out, with Telkom citing that they tried to call me but i was not available. I called the contact center multiple times requesting to be called back but to date i have not been called back. it has now been 2 years and I am still paying for a phone that I do not have. Cell phone number ***