Very unhappy client

Mondo called me for an upgrade on my MTN contract on 29/01/2025, there was a deal which included a Huawei 13i phone and a smart watch. I did the upgrade and the lady told me that the smart watch will be in the box with the phone. Needless to say the watch was not in the box, therefore I called them and decided to cancel the upgrade. I was told to return the phone to the nearest MTN store, which I did on 03/02/2025. The lady that did the upgrade, Caroline, was supposed to phone me on 04/02/2025 to do the cancellation, which she never did phone me back. Since then I have been phoning and sending e-mails, I was told it will take up to 30 days for the cancellation to be done, it is now 5 months later and it still has not been done. I have been paying for a phone which I don't have. It seems like everyone at Mondo is ***********, as I'm told the query has been escalated every time, really, how difficult is it to reverse an upgrade!!