Out of Box Failure

This is a never ending battle since day one signing up with Telkom mobile. The first Sony Experia Z3 that I received did not work and I returned it to the nearest store within 24 hours. Out of box Failure was confirmed and was told a new device will be given to me. This took 3 weeks. Anyway that is the least of the problems. now 4 months later my account is debited with R 10 784. I called telkom and asked what was this amount for. Apparently I cancelled my contract and I now need to pay a penalty fee. How do they get to a customer cancellation 4 months later after the original problem was an out of the box failure. Best part is I spoke to someone at telkom today and this where her word ' I am really sorry sir but there is nothing that I can do for you'<br> <br> Nice work Telkom you surely life up to your Helkom Name