Telkom Owes Me A Contract

I app**** for a contract a few weeks ago, but before they sent off the phone I called and asked if I could switch contracts to the one that was on special at the time. They agreed and said I simply needed to cancel the debit for the initial contact tract before they could make the switch. So I did that, called them - and she made the arrangements with me over the phone. The next week, I received my phone... From the original contract. R250 later in airtime (because I had to hold for 15-20 minutes no matter who I called - Sales, Accounts or Moilbile department) and they kept pawning me off to another department who sometimes didn't answer at all, even after waiting twenty minutes. Eventually they told me they can't help me without a reference number for the call so I asked them to cancel the original contract. They said the courier will call to collect the phone. It's been three days - no call.

Then I remembered I had a recording of the call where they agreed to switch contracts and have tried getting hold of someone - they told me they could really do is escalate and get someone to call me. Three days later - no one's called. I went to their stores - they say they have no authority to help me. Twitter takes two days to answer a message. I am livid.