Non-delivery, no communication, no refund

I app**** for a cellphone contract on the 21st of September. Telkom proceeded to deduct a "test" debit order the 25th of September.

By the 3rd of October, I had still not received my cellphone. I called the Telkom help desk at 081180 and talked to Nompumelelo Mjoli. She was unable to give me any information as to when the phone will be delivered. I asked for an email to confirm our conversation, which she sent, but she was unable to give me a reference or case number.

On the 10th of October I asked for more feedback, with none received by then or since.

I subsequently phoned later on the 10th, and again received an apologetic email from Nomazulu Mpofu, after asking the consultant to send me one to confirm our conversation.

An email exchange ensued, and I was notified the debit order does not reflect on my statement (for some Telkom admin reason I cannot find plausible), the actual order was only processed on the 6th of October and I had to wait 7 working days to receive my phone.

I was notified that as the order wasn't properly processed by the sales people at Telkom, I still could not get any reference number to follow up on.

I was notified later on the 11th of October that there was insufficient stock of the phone I ordered. Telkom at no point during our communique had communicated this to my until this point.

I was at last given a reference number - ********** 47A

I proceeded to mail ********** to cancel my order, as Telkom was unable to give me any information regarding expected delivery dates.

I mailed Nomazulu again on the 12th of October, asking for feedback, as I had not even gotten an acknowledgement of receipt of my email to onlinequery.

I received a phonecall from a so-called manager, apologising for the service and that they would like to offer me the phone and contract still. I accepted, and waited.

By the 25th of October, I decided to try contacting Telkom on Facebook, as phoning in and emailing did not seem to yield any results. Here I received a reply to my message on the 29th of October. I gave the required details, help was promised, but I received no feedback.

On the 28th of November, I again sent a message on Facebook Messenger, and was at last sent a case number via sms: ********** 1

As there was no contact from Telkom, I phoned on the 6th of December. Nobuhle Princess Mthembu helped me, but was unable to give me more information that that the case is being investigated. She confirmed our conversation via email, and promised to follow up.

2 follow-up emails on the 7th and 10th of December proved again that Telkom does not update their customers regarding issues like this.

I am still without refund, 3.5 months after I initially app**** for the contract, and 2.5 months after I requested that Telkom cancel it due to non-delivery and non-existent communication.

Please can Telkom assist me, and also tell me how my time, stress and effort will be reimbursed.