Unacceptable customer services

At the beginning of December2021,I signed a new contract(upgrade)with MTN on line.When I received the phone via the courier,it was supp**** in a dirty box,damaged melted together earphones and refurbished phone.Immediately took it back to MTN Contact centre,returned the phone to them and cancelled contract.After many mails and explanations,I eventually received feedback that the Contract would be cancelled on the 21/01/22.It is now the 27th,and contract still not cancelled.When I contact them,the reply is Sorry for the inconvenience,we are attending to the matter.Somehow,REWARDS company are also now involved,and dont know what to do anymore.When I phoned the REWARDS company a few days ago,I was informed that my querie had been escalated to higher authority,and again,Sorry for the inconvenience.I feel this is un acceptable,as MTN have been deducting the increased amount for my new contract for 2 months now.No contract,No phone.