Paying for a device I did not receive

I ordered a deal from Telkom online on the 24th of November 2017. I received the incorrect device via a courier service on the 20th of December 2017. On alerting the courier service of the incorrect package I was advised that it had to be lodged with Telkom. This was reported to Telkom on the 20th of December to Telkom via the call centre. REFERENCE NUMBER ********** 44 AT 15.10PM. I was advised than someone will collect the incorrect device and my device would be dispatched once they have confirmed delivery of the incorrect device. After numerous followups: 28.12.2017 - Spoke to Sphiwe at 14.00 no case number, advised to use his name. advised that could call back and use his name as reference. 29.12.2017 - Called Sphiwe was not in. Spoke with Thabile who confirmed that I will not be billed for this.

Inbetween the 30th of December 2017 and the 15th of January 2018 I was unavailable and followed up on the 16th of January. I requested a invoice as I have another package with Telkom and had not received my first bill. The number stated above has been added to my account. Please see interim invoice attached. Also horrified to note that my address is incorrect, I am listed as a MR and I have been billed for a product that I do not have. Call reference number ********** 27A. I spoke with Phumilele who esclated this matter with her teamleader Kubashni. She did advise me that I will not be billed for this.

On followup today via the online chat with Telkom the agent advised me that I will be billed as I did not return the product within seven days of delivery. I did not get a case number for this as the chat was disconnected. The device was collected on the 18th of January 2018. My account has been debited for January and December. On the 9th of February this was esclated to the accounts and I was advised a period of 72 hours which was reaffirmed today by the call centre agent. I called telkom again today and was advised that i will still be billed for the month of February as their billing department has a backlog.

Somebody help me as the call centre is frustrating to deal with. Every agent gives you a different answer with no resolution.