Unprofessional Service at Telkom Cornubia Branch

I took a data bundle contract which also included a Samsung SAMSUNG DEVICE - IMEI: *** phone in January 2018 at a Telkom outlet in Cornubia Mall. There was a promotion for an amount of R150,00 per month for data and this included the device. The Branch manager Rajen Ramnanan assisted my husband and I. After we took the phone home, charged it according to instructions given to us by the manager, we noticed that it the battery was "dying" very quickly. We took the phone back to the branch and was told by Rajen Ramnanan that maybe it was due too many apps being opened and advised us to keep the device and if there are any further issues to please come back. We again noticed that the phone was "dying" and once again took the phone back to the branch within the seven day bring back policy period. Again the branch manager advised that we must try one more time and assured us that if the problem persists we must bring the device back and he acknowledged that we did bring the phone back with the 7 seven day period. The next day we again visited the Cornubia Branch and this time insisted that the device has to be replaced, then only to be told that the device first needs to be booked in and sent to JHB for assessment. We then get a call from the service provider in JHB to advise that the phone battery needs to be replaced, as well as the "motherboard". We did not agree to accept the repaired phone and then approached the branch as we cannot accept a new "repaired" Samsung J5 that was taken out of a sealed box and only to find out that it has issues. We were advised by the Branch Supervisor Tholakele Nqobile Ndlela that the Manager Rajen was not in (he called him on his cell phone and he never answered), however they will not be replacing the repaired Samsung J5 phone and we will be given the repaired device instead. We never accepted the phone and it was left with them at the Cornubia Branch. We went back on several occasions and every time the manager was never around and Tholakele tried to assist. We then was given details of the franchise owner Mr Nizaam Reddy, we called him and he advised Tholakele to send him all correspondence on email. Mr Reddy sent me emails and advised that he will try his best to help, I have emails from him advising that i will be receiving a new phone and then two days later advising that I will not be receiving a new phone and it was not his decision to make. Mr Reddy is the franchise owner I cannot understand when he advised that its not his decision to make! I have spent time and effort on the phone with Telkom call centre as well and to date I have no joy. I have been debited R50,00 per month for a device for 13 months, which i do not have in my possession to date. After much "to and fro", eventually I managed to get the contract cancelled in January 2019, after the poor, unprofessional service from the Branch Manager Rajen Ramnanan but then came another ordeal of getting my refund for the device which i did not receive. Again I have dealt with the branch supervisor and Mr Nizaam Reddy regarding the refund. After logging almost 19 cases with Telkom Customer Services to date the matter has not been resolved. I was first charged for services which I did not utilise, then apparently handed over to attorneys, when in fact they owed me for the refund which i did not get to date. Then after much "nagging" from my side, Telkom Billing eventually advised that i don't owe them any monies, however I did not get my refund of R650,00 which was due to me, mysteriously I am only owed a small amount and my "account" which I don't have any longer with Telkom is credited. I have been sent back and forth by Telkom Billing and Mr Reddy that apparently the matter has been resolved and nothing to due to me. I advised Mr Reddy that either he attends to me refund or give me back the repaired "brand new" Samsung J5 phone to which Mr Reddy responded to me on 10th July 2019 (7 months later) that the matter is now closed and wrote on Whats App "the stock on phones belong to Telkom. Matter is now closed" and this from the franchise owner! Through my stressful ordeal with the branch at Cornubia, the only helpful person was the branch supervisor Thola. Clients must not expect much from the Cornubia Branch!