BAD SERVICE FORM MTN!

On the 28th of January 2020 I went to Mtn Morningside (Dealer code: 219848) to upgrade my phone contract as I was due for upgrade. I thought I made it clear to the lady that was helping me that I am migrating to a new sim only package, as my handset is still in good condition. Instead, I was given a new contract (Seq: TV***) with a new cell number *** on the same package that I requested to be moved to. I realised a day later that my contract was not upgraded and migrated to a new package, but I was given a new contract altogether. On the 30th January 2020 I went back to the same branch to cancel this unwanted contract and upgrade the contract on the existing number. I returned the new sim card and was given ref no: *** as a cancellation reference number. I assumed that the cancellation was carried out since I had not used the new sim on the new contract and the sim card was handed back at Mtn Morningside. Since I was not receiving any billing for this contract, I thought that everything is sorted out. To my surprise the contract is still active and I am paying for service that I am not using, that I even do not have a sim card for. I have tried getting this matter resolved with no luck. I need Mtn to cancel this contract as I had requested on the 30th of January 2020 and furthermore for Mtn to reimburse me for the money they have been debiting from my bank account, while the sim card is laying at their store. Taking into consideration that I requested cancellation of the contract 2 days after it was erroneously issued out to me, I do not know whether the staff at the dealer are purposely ignoring my requests/ instruction for cancellation. Since I am not getting assistance from the branch.

I called MTN cancellations department in June 2020 and January 2021 and still nothing has been done.