Terrible service and delay of order

Good day,

I would like to lodge a complaint.

It was on the 13 December 2019 when I upgraded my contract online. I was then called by a consultant who completed the process telephonically.

I ordered the iPhone XS 256gb in space grey on the freeme2gig deal for R949pm x24m.

On Monday 23 December I received a delivery via courier it which turned out to be the wrong phone. I sent an email to online query and that was where my contact with a certain Nozipho Mhlungu started. Nozipho sent me from pillar to post with many of my emails being ignored by her in between. Eventually the courier guys were sent to collect the incorrect phone. The incorrect phone was collected on 31 December. I was instructed by Nozipho to let her know once the phone has been collected, which I did.

She then told me that my new order needs to be processed before they can send out my correct phone but “I will not do it know as I am knocking off at 5, I will do it when I come back to work on Thursday “that time we were speaking at 16:50 when she was refusing to process my order. This was on the 31st still. Thursday came and I had to bombard her with email which she continued to ignore. Until she eventually told me that my order cannot be processed because the system is not working. Then two day later the story changed to my order being held up because they are waiting for the billing department to waiver the one-time fee. Up until today Nozipho ignores my emails, doesn’t give me progressive feedback and whenever she feels like it she tells me about this one-time fee billing issue.

It is now January 08 2020 and I still have no phone and not even the slightest clue as to when I’ll get the phone but funny how I have already received and invoice of how much I will be billed come end of jan yet I don’t even have the phone.

Furthermore the Telkom sim that I have been using all along has been disconnected ever since this whole ordeal started and I cannot use it.

Can somebody please assist me with a proper response as to when I will get the correct device as it is clear that Nozipho is not interested. How can I contact the billing department?

Very unhappy customer!