SM97123, I'm still paying for a faulty device

I honestly don't know what to do anymore. I took my device in so that Telkom can book it in AGAIN. I was told that the system won't allow them to book the device in because the 'old call' that was logged is still opened. The consultant said she would send an email to whoever's incharge so that she can book it in. I sent her an emai on Tuesday and she said she had no response. So, my device is still sitting @ the Bridge, while Telkom continues to debit from my acc. For 3 months, nd m still paying for a faulty device. I've een I tried the call centre *AGAIN*, but no luck.