8ta / Telkom Mobile
Protocol not followed and device not returned

I have two contracts with 8ta, one a cellphone, the other a 3g data contract.(contract in use)
A month after taking the contract, my 3g modem began giving me connection issues, after calling in, the problem was isolated as a hardware issue. 8ta said that they would call me back but never did!

I recently took the modem to an 8ta branch in Rosebank mall. After waiting for 40 minutes for service, my modem was booked in for service in a rushed manner without anything about procedure being explained to me.

I had no contact from 8ta for 2 weeks, forcing me to call Rosebank mall, which was incredibly difficult as the phone is rarely answered.
After a followup it was found that 8ta supposedly sent me an sms (which I did NOT receive) stating that I had to pay to have my modem returned but unrepaired.

Why would I hand my modem in to have to pay for it UNREPAIRED. I have not been told what was wrong with the device for it to be un-repairable.
I don't believe the device was even examined and if it was I want to see an engineers fully populated report which I will have examined by an independent expert.

I have a copy of the unsigned job card. I want my device returned!

Company: 8ta / Telkom Mobile
Country: South Africa
City: JHB

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