Disgusting service by telkom online sales

I am utterly disgusted with the service received by the online sales representative, Thembi! There has been no correspondence to date.

In feb an online order for the galaxy s9 was done and delivered by the courier company (CourierIT). The device was not touched and returned immediately with the courier services as the galaxy s10 had been launched at more or less the same price, so i opted for the latest device in the market. Thereafter, i made a call immediately to the online sales department notifying that i cancelled my order for the s9 and would like to do a pre order on the galaxy s10. Thembi, the consultant assured me that my previous order (s9) has been cancelled and the pre order has been done, she also confirmed that the device will take 2 weeks to come.

2 weeks has past... and i followed up with my order, she then tells me that the s9 order is still pending on my account and that she can't process the order for the s10 until my current order is cancelled.

She could have informed me the very first time i called to notify about the cancellation of the s9!!!

Currently, i am now highly aggrieved as the matter keeps getting escalated to management but even management is unable to resolve this issue!!!

I was able to contact courierIt and they are busy tracking the device. Why should i as customer be held accountable for a device that i returned???? I lost out on all my pre order gifts!

This is really bad service from both parties and hoping that telkom is able to resolve this issue with urgency!