Telkom Making me Pay for a phone the have

I ordered an Iphone from Telkom on the 6 January 2018 from Telkom direct (through the 10213). My account was debited R1699 immediately. I received the phone and discovered that my already existing telkom number was not upgraded. the call centre agent gave me a new number. I called 10213 and was told to to port my number, which would be activated after 48 hours. this didn't work, I was then told to have the number changed at a telkom branch, this did not work either. after seeing that the call centre agents continuosly **** to me, I asked to have the phone collected as I cancelled the contract. I completed the cancellation form on the 9th of January and sent it to a call center agent. This was still in the cooling off period.

I kept on calling telkom to remind them to please pick up their phone, this took two weeks. eventually they collected the phone. the courier company gave me the waybill form . I then followed up with the agents who confirmed receipt of the devise. I also asked for the contract to be cancelled. the call centre agent confirmed cancellation. To my surprise on the 15th of Feb Telkom debitted R3158 from my account . I called 081 180 to find out why, I was given a case number ( ********** 0) for cancellation, I called to follow up on the number but was told that I need to call 10213 to cancel the contract. when I call 10213 I am told to call the billing department at 081180. I called telkom again and got another case number ( ********** 5). I received an SMS from telkom telling me that my case has been resolved. I then called, as usual, held the phone for 17 minutes before I could get through, I spoke to Dineo Malatji, who confirmed the person who worked on my case closed the case, without cancelling the contract. she claimed that my bank account was credited with R1699, which is a lie because I have not received it.

I am tired of following up with telkom. I want his contract cancelled as I do not have the phone and I want all monies deducted from my account returned to me.