Breach of contract & bad service fromy MTN

I took a package with MTN via telephone, the package that was given to me was for a Huawei P8 Lite 2017 white , R55 airtime plus 500 and I agreed to take the offer confirmed a contrat via telephone voice recording. Agreed that I will use my number for this new cellphone as it's number for life, which I was told I can change the cellphone number at any MTN service provider.

Upon receipt of my cellphone the new cellphone had two unactivated sim cards, I was given a number to call MTN activation service. MTN then activated one sim card and was told to go to a service provider branch to Rica the sim card, when I got to Vereeniging MTN service provider I discovered that I have two contracts for the cellphone and I cannot use my existing cellphone number as agreed when I took the contract, was told that I must cancel the contract and get a new contract via call centre, which I did call the call centre while at the MTN service provider and was told to return back the cellphone which I did, reference for the returned cellphone WO ********** 178383, and Skhumbuzo and Peter at the Vereeniging MTN branch promised to follow up and gave me a guadrand number ***to call and check if the contract has been cancelled.

I've been checking since from 7 November 2017 to date MTN has not received the returned cellphone, the Vereeniging branch says they are communicating internally with MTN and the cell phone has not reached the correct section within MTN. On the 24 November Nompilo from guadrand gave me this *** which she says it's a ticket number, she cannot sent me the email that she is communicating with Channel, she can only sent emails to Vereeniging branch. To date I haven't received anything from MTN. I always have to call them or go to a branch no body is updating me on the progress.

This is pure bad service from MTN and a breach of contract. I want MTN to cancel that contract.