3G Device drop off for cancellation

I was instructed by the cancellation department and network support, that i need to drop off the 3G Device at the store as i need to cancel the contract as i am paying for a service that i cannot use, because there is no service or network in Noordwyk, Midrand. When i arrived at the store the consultant did not know what to do and was confused, after calling cancellations they explained the process to him, then he asked for the device which i gave to him, then he wants the packaging, which i do not have since the device is over a year old, which means i am paying for a contract for over a year that i cannot use, and they still ask for the packaging, then i get a call from network support to say they will call the store and then call me back, and i have not heard anything since, i need this sorted out asap and the contract cancelled now.