Very *********** staff at Telkom Northgate. Don't go there!!!

I have had a good relationship with Telkom for 2 contracts (48 months). Until I was assisted by a lady in Northgate named Ria. What an awful experience. I have never encountered anyone as *********** as this lady. I went at Telkom Northgate to renew my contract in June. I was given a Huawei phone. Within 7 days I returned it as I wasn't satisfied with the product. I had to write to ICASA to get a new phone. It was a long, terrible experience. Ria explained the only costs I would pay would be the monthly amount of R279 and the insurance of R120 as per the contract she printed for me. To my shock I have been debited an amount of R156 for a DEVICE OBLIGATION FEE. I went to the store last week to ask what this amount was for as Telkom Northgate do not answer their phone. The agent Ria was very dismissive. She told me the amount was for insurance, and that it has been cancelled by insurance this month. This makes no sense as the insurance amount is R120 and was cancelled 2 months ago. Ria never explained to me I was charged a device obligation fee until April 2023. I got to know this information when I phoned the call centre. The agent told me I was never supposed to be charged this amount if I had returned the device. This amount is charged only if someone loses a phone. She told me to get an affidavit stating I returned the phone back to Northgate and provide proof thereof. After I got the documents I should email everything to the call Centre and they will open a case and remove this amount from my invoice. Ria never told me any of this. She told me I would not be charged any penalties at all. At the end of the month I will be charged the R279 and R120. That is what my contract states. Ria is ***********, arrogant and should not be helping clients because she doesn't have any kind of customer service. She has spoiled what has been until now a very good relationship with Telkom. I now have to take time AGAIN to go to the police station to get this resolved. Why can't this be resolved without me doing the running around? Telkom Northgate please do your job!!!!