Telkom suck big time

First week of October I took and upgrade of an Iphone8 which to my surprise it was delivered on the 07 October and without charger and ear phones and my wife was not happy with the device and had to call telkom on the 09 October to return the device. Which the courier delayed in collecting the device. Which they collected on the 18 October which I have a proof that the device was collected and to my surprise month end after receiving statement and it says I must pay R6720 for device obligation which I don't know what I must pay for and went ahead and open the case with telkom and was told the matter will be resolved with 2 working days and now I am in 5 days no communication and no nothing and they expect me to pay.