Cell c dissapointment

I m Sonto Kubayi from Nelspruit. I had contract with cell c that expired end of March 2020. I have been called to come upgrade by cell c, I decided to visit them, the guy called Siya assisted me with the completetion but I told him m not happy with the they are not enough for me as a student. I went home didnt have an ID then he called after a day, I told him no m not going to take the contract because those data are not enough, he must stop the process of the documents because they were waiting for my ID. He called more than once I told him the same thing by then I was still having an existence router with them paying R329 monthly. On the 15 of April 2020 I have seen the payment of my router reduced to R190. Unfortunately it was during lockdown. So the 02 May 2020 I visited the shop where I was assisted by a certain lady who told me that is for my new contract of which the router was collected the 01 of March 2020 to my surprise I didnt visit the shop nor having the router in my possession, when they confirm with Siya the router is still with them in the shop. I spoke to the shop manager who promised to call me upto date nothing happened. I went to the shop again the 08 May 2020 I spoke to the assistant manager who was told by Siya that the router still with them but I m paying for it. He also promised to call me, he didnt do that as well. I tried to call the cancellation desk line forever listening to an audio. I lost lot of money calling this number 084 145 without success. This is day light ******* paying for something that i dont have in my possession. How did they process everything without my ID cause they needed it. I want cell c to stop taking my money for nothing. I am disappointed with them. Poor service delivery