Telkom Service Level

I've took out a iphone contract with Telkom Kenilworth Centre, Cape Town on mobile number ***. We only had the device for 3 days, we returned the device because of a dead pixel. They advised that the Iphone does not have a 7 day return policy and would need to be sent for repairs and could take a maximum of 21 days to return. We waited 23 days, took the device only to find out that it was never repaired. I’ve returned the device Friday the 19/07/2019 and was advised that they cannot replace it with a new one. Telkom advised that they will cancel the device contract and make sure that my invoice will be amended accordingly. I've still not received any confirmation as I only require the device to be cancelled and I'll keep the sim contract.