Telkom are ***** and have no proper system to solve queries

we took a contract with Telkom in December 2018, on the 18th of December, a courier company delivered an incorrect colour cellphone. We contacted 10213 Telkom and they logged a swop of the device. we ordered a black Hauwei P Smart, they instead delivered a Gold P Smart. The same courier company came the next day and took the unit away. After more than 15 calls to date, Telkom has not provided and feedback except saying that they will escalate the query. all the Call Centre employees state the same thing, their systems are either offline or not updated, theres no history of my past calls and explanations and they are not allowed to copy me in any supposedly escalation to management emails. they have deducted 2 moths premiums and still we have no handset.