Help

I had done a contact upgrade with Telkom online consultant Kabelo Meong around 14/07/2017 and received my device on 17/07/2017. Upon receipt I had advised Kabelo that I was not happy with the colour as I had ordered a silver but the unit I received was more white. She arranged for it to collected on the 20/07/2017 whereby I had send her the copy of the waybill as discussed to make the return easier. She had advised “How about we wait until next week before Friday and I will check for you which deals will come. If P10 prices and the fit will change then I will let you know before time.” However I have tried to contact her and she hesitates to reply. I then received my Aug bill to which I am billed 2x for the device ( July and Aug) I email her again to which she rep****” Everything has been submitted am only waiting for Tm-Soc. See: We have initiated a Credit Check with reference ********** 8, We will inform you of the result as soon as we received these.” But to date I have logged 4 new cases to cancel the upgrade, not my contract, as the device was returned on 20/07/2017 and to be credited for the 2x device charges but we seem to be going in circles as even though I am advised that the cases are resolved, when I follow istill have the same problem and have received an sms yesterday confirming that the full amount will still be debited from my account. I have been trying to get this sorted for over 2 weeks but even though I receive feedback that the case is resolved nothing has been done as I still owe for the device for 2 months, my current upgrade has not been cancelled and I cannot do a new upgrade. I have calledto speak to her supervisor but get put on hold for 20-30 mins and no response is given. This is very poor service and inefficiency from your consultants who would rather inconvenience the customer than do their job properly. Last Friday I spoke to another customer care consultant who advised that she would gat a sales manager to call me back but I’m still waiting. I have asked on numerous occasions for my cases to be escalated as I will not pay more than I need to!!! I was also told that the store wont be able to assist me as this case is gone through the back office. What do I do as I have exhausted all my channels.