Service providers are victimising customers, Telkom included

I was contacted customer satisfaction liaison from Telkom HO trying to resolve my query with the defective device that Telkom Festival mall branch had given me and wouldn't replace, I was surprised that they had the options to resolve my issue there and then, so I decided not to cancel the contract, but because the branch had booked my device in for repairs for which they shouldn't have, to speed up the process I R190 for courier fees and got an SMS on the 23rd that it should arrive within 4 workings, after 2 days I went there and was not call I'll be contacted when the device has arrived. When 4 working days had lapsed I sent an email to Telkom HO to request a cancellation. I got a call on the 30th, so I informed the caller that I'll come in the next day to cancel the contract and she doesn't tell me that I'll have to take that up with Telkom HO, instead when I get there I'm referred to someone who not part of this query from the beginning(who was meant to intimidate me), and she tried get me to take the new replacement phone that they refused me the first time. They 7days clause can be flipped to suit the service provider and as a customer you have to take it.