Poor Service

I was charged for a cellphone which i do not have or even signed for, it has been almost 3 weeks and after phoning numerous times it is said that the query is sent to the back office and they will contact me, i received a case number and that was it. this is unacceptable. i was told on the first phone call that queries can take up to 72 hours, clearly it is not so. This is unacceptable, i currently moved all my contracts to Telkom and this is the service i receive. i would like my funds returned to me