I ordered a new phone but got the wrong colour and subsequently returned the phone on the 3rd of September 2025

I ordered a new phone but got the wrong colour and subsequently returned the phone on the 3rd of September 2025. My account was debited as per the contract after being promised that it won’t happen because I do not have a device in my possession. I’ve been in contact with cell c on a daily basis and get different answers from the different agents as I wanted the contract to be cancelled.I eventually went into one of the stores where I discovered that the contract was never cancelled because according to the system I could not be reached. Today a new case has been logged but for some reason I have to be verified first before the contract can be cancelled and my money can be returned. I find this incompetence inexcusable as it is clear the agent wanted to make a sale and ignored my request.