Bad service from an MTN employee

I had a bad experience and customer service from one of the employees of MTN in Newton Park, Gqeberha. I had a wifi router at my house installed about early last year. I then saw that fibre is much faster. So I went to the MTN store at Corkwood Square, Kariega since I'm living in Despatch, to cancel my wifi router and switch to MTN fibre. This happened near the end of August. When I enquired from one of the employees there, she told me to disconnect everything and take it to the MTN store in Newton Park because according to her, "they don't cancel wifi services there". I did just that and went to Newton Park with my wifi router. There I was helped by Olwethu. She told me that I was supposed to be helped by the employees working at the MTN in Corkwood Square. She checked my details on her computer and told me that after my contract has ended, I am to return the router back to MTN. She then took the router and game a RMIS number which was *** and gave me some numbers to the cancellation department and give them this reference number. I called the cancellation department and they told me that the router belongs to me after the contract period has ended and I was not supposed to leave the router with Olwethu. They also told me about a cancellation fee whereas Olwethu had never informed me about. I called Olwethu and asked her what was going on with this matter. She told me that she doesn't think that I will get my router back. After that, she didn't get back to me and I tried calling her again and she never answered or returned any of my calls. On the 26th of September, I went back there and insisted that I would NOT get my router back. Two of her other colleagues came into the conversation and said that there is no such thing because if you have a reference number, that means that you can track whatever of yours is there. She then took a copy of ID and said she'd try and track it and would get back to me. Till this day, she hasn't gotten back to me. I am totally fed up with this treatment because I am not blocked from using my phone because of the router that I'm supposed to be paying for but not using. I have paid for my phone which is also on a contract but now it is blocked because of a router that is not even with me which is at some warehouse of MTN. It has been 3 months that I am not with internet access. This is totally unfair and unacceptable. Please intervene urgently in this matter.