Telkom sold me A Phone that does not work

I bought a Hauwie P30 Lite phone in September 2020 via online. My bank account was debited prior to receiving the phone, two days later I received the phone. I opened it and tried to set it up, but it got stuck on "searching for updates" as I result I was unable to use the phone. I called the contact center and explained the issue. I was advised to take the phone to the Telkom store so that they may diagnose the problem. I went to the East Rand mall branch they checked it and confirmed that the software failed. However, I was told that they cannot assist me as I bought the phone online. I called the contact center again, I explained the issue they requested the IMEI number on the box of the phone and a book in request was supposedly made. They confirmed that it takes 24hrs to 48hrs for the phone to be collected. On Friday the 23rd of Oct I called again to follow up as more than 48hrs had passed, they said I must wait until the 26th of Oct. Today I called again to follow up, but the consultant by the name of Xolile Dube who reports to Tshepo Mo***eng said there was no booking on their system and she could not help me book the phone because I no longer have the waybill from the Courier company. Now my frustration is that I am stuck with a phone that has never worked since I received it, but my bank account keeps being debited. I am going to reverse the debit orders as I cannot be paying for a device that I have never used. Please urgently escalate this matter to management as Telkom have *****ed me, by selling a phone that is faulty.