mislead yet again

Well this would be the 4th complaint regarding representatives at the Bayside Mall branch in Cape Town who provides us with misleading & misguided information the we are liable to pay amounts that was not mentioned. I cannot understand that such a huge organization that's as established for so many years, still cannot guide it's customers correctly. We visited this branch when we moved to a new place & requested the line to be transfered & explained to the agent that we are having challenges doing so online, he guided us to a colleague who would do so online for us. He informed us of a new handset we will be receiving once the land line was installed. A few weeks ago we visited the branch to collect the handset & before taking delivery we confirmed if the handset was free & was again told categorically this is so that it's free. Low and behold we received our bill & are being charged for the handset. I cannot see why we are constantly paying & I mean that literally for mistakes that is not of our doing. They will expect us to pay this amount & we will be probably told we will be credited on the next bill. This time we will not as it's out of our budget and simply cannot. It's wron