Terrible service

I have been a customer for twlkom for over 10 years and always had issue however this time around it's terrible and would not recommend anybody. I have upgraded my contract and at first received a faulty phone of which wZ sent back and apparently fixed then when the device was returned, I did not receive the earbuds back. I have lodge a enquiry via the call center and was informed it is being sent to the back office today when I phone the agent cannot even trace that the device was sent back, she then advised I have to return the device again and I refuse then she refuses to put me through a supervisor or manager. She then says the query will be sent to the back office and she is unable to provide a reference number. I am officially done with telkom, this is my last.