Horrible service ever

Bought a cell phone phone Telkom Ormonde. The phone has never worked from the time I bought it which was in April. When I visited Jabulani branch I was told it's never been activated, according to their systems I'm some man staying in Sandton, with an address I don't even know, yet they got my account number right!! so I asked the people at Ormonde to cancel my contract n come pick up their phone.now my name is listed cause I reversed some of their debit orders, told them that this is affecting my credit score, you'd think they'd be bothered. All I get from their staff is "I'm sorry Mem, I apologize, someone will come pick up the phone, you will get your money back, I've escalated the matter". Today we in November talk about service, I remember telling the lady that sold me the phone that, I've never trusted being called as there's so many ********** activities done telephonically, she assured me that this is not *****,yet today my money was taken, for a phone that's never worked, with no manager calling me back to fix the matter, with no pick nor refund of my money.