Horrific Customer Service!

<p>I upgraded my contract telephonically in March 2017. The upgrade was processed 25 March as verified by an sms I received. The new handset, an iPhone 7, had out-of-box failure within the 14 day period and was collected via courier a few days later. It's return was confirmed as 18 April. Upon subsequent follow-up I was told the contract would be reversed. Almost daily since then I have been trying to get it sorted and failing dismally! I am shuffled from pillar to post each time I call and move from agent to agent, all of various levels of authority but none of whom are capable of sorting out the problem. Each provides a rehe****d perfunctory unhelpful response: a service request must be logged or a team leader will have to follow it up or the people in the back office will have to sort it out ... None of which has taken place to this point! I have made payment for this new upgrade already and despite claims of reversal I have yet to see it. Moreover, the wonderful app indicates my account will be debited this month still! Best of all, there is now an 'end of contract' balance of R15 000,00 visible on my invoice! This for a contract I have been told repeatedly is not active!! How long can this possibly continue? And how can it be that every person I speak to is useless in providing a solution?! </p>