Frustrated custmer

On the 1st of October 2023 I took an upgrade with telkom for IPhone 8 which was not satisfying in terms of accessories is coming with it and I log a call with them to come and collect the device which was done by their courier service provider and now I am receiving a bill that says must pay R8k which I am not sure why should I pay so much for device which was returned to them. Now for them to attend the case it's hassle as now approaching 4 months and telling me that no verdict has been issued to my case. ***