Equipment not received

I am posting this in public because I can no longer tolerate the complete incompetence that I've been subjected to in an attempt to resolve a simple issue.

In January, I ordered the January big deal which included a Wi-fi range extender and lit tv box. My line was installed and I received my wireless router with installation however I did not receive my lit box or wifi range extender.

I contacted via both the call center and Facebook. The last response to my Facebook query was on 21 February with a canned response saying your team would look into this and advise but there was no movement.

Eventually after contacting the call center multiple times I was told that these items had been delivered, only problem was I didn't receive them.

It took me a few calls to find out that the items had in fact been delivered but to an address I last lived at 5 years ago. I also note that this 5 year old former address is also the one that now appears on my monthly bill. Why on earth would I request delivery to an address I haven't lived at in years, and I don't know why you decided to deliver my items to this old address when my line was installed at my current address.

I've been trying to resolve this for months now, all I want is my Lit tv box and Wi-fi extender as I am entitled to them given that I app**** for the deal before these items sold out and I feel that Telkom is now in breach of contract.

Multiple replacement orders have been raised and each time your call centre agents assure me that I will get my items within 7-10 business days but each time the replacement orders are automatically cancelled by your system.

On my last call I was told that they'd need to get in touch with the delivery team to collect the items that were delivered to the wrong address before I can get my items which I feel is complete and utter nonsense since A) Do we know for sure that those items were even delivered there, B) I never signed for these items and C) The occupants of my old address can easily say they never received the items.

Furthermore, I don't want items that were potentially used by other people for close on 5 months. I am entitled to new items since that is what I signed up for.

I've worked within a customer service environment for the last 5 years and the impression I get is that either A) your call centre agents couldn't care less or B) your call centre agents are not empowered to take any actions beyond following a basic script. I've also previously worked in a department which also involved device and equipment replacement and if we had any indication that a customer had not received their items as promised, a replacement order was raised no questions asked and delivery was made within 3 days so I really feel that I've been more than generous and patient now.

The cancelled replacement order numbers are: ********** 71A ********** 37A ********** 07A ********** 99A

Is it too much to ask that a free replacement order (which does not require that a deposit be paid) be raised and not be cancelled by your system. Alternatively, can I not collect my items from a store since I've lost faith in your call centre agents' ability to do anything.

If this issue is not resolved I am going to be left no choice but to take the matter further since even though these were 'free' items they're essentially included in the monthly fee that I'm paying as part of a bundled deal which means that the cost of these items forms part of my bundled pricing.

I therefore have to either get my equipment or insist that the value of these items be deducted from what I'm paying each month.