Utterly disgusting service

Telkom is charging me for a phone I don’t have since September 2018. The phone never left the store. iStore sent a cancellation explaining that the phone never left the store nor was it opened and a letter was emailed to ********** and I have received no confirmation of anything except I am still being charged for that phone. This is bad for my credit score, for 6 months I have been tossed from person to person to get this matter resolved and nothing has been done. I am utterly disappointed in this business, how does a customer get charged for something the customer doesn’t have??