Waiting 9 months for Telkom to cancel my contract that was never delivered in the first place

In January 2018 I app**** for a SmartBroadband 50GB Wireless package with a media box. All this was done over the phone. There was a misunderstanding and the package without the media box was delivered.I made a complaint and the courier company came to collect the router as I was told a new contract was needed and that the wrong one would be cancelled. The SIM was left with me.

After that I was not contacted by Telkom again and the contract was not cancelled. I started using the SIM in my phone since I needed internet at home and I was being billed for it every month (Although I still did not have a router). Countless hours were spent on the phone with customer care and in store queues where I was told the service would be cancelled and I would be refunded (I would still pay for the data I used and I am fine with that).

Yet here we are 9 months and R 7 000.00+ later, no feedback. At the beginning of October 2018 I escalated the case with one Vusikhaya Nquma (Senior Associate –Ops) and the only feedback I received was the general answer: "Consultant will give you a call regarding, I sincerely apologise for the inconvenience ." As of today no consultant has contacted me since February.

This is not bad customer service. This is ********.