Device Exchange

Good day Telkom. Sorry I use HelloPeter as last resort but I don't know how else to get my problem sorted. I upgraded my Mobile contract online, I received my device and were not happy with it. I phoned and the consultant assisting me said they will get the couriers to collect my device, this was on the 1st of October. The consultant also confirmed that I will receive an sms with my ref no & info when the Couriers will collect, but I never received anything. The couriers came on the 3rd of October but I didn't bring the device with me as I was waiting on the confirmation sms. The driver said he will come back the following day but I still have the device with me. I need it collected and returned so I can get the other device I wanted. Please help me in this regard, seeing that I can not get help phoning.