Cancelation

I really don't know how I feel currently after a painful week I have had with Mtn service. All I wanted was to simply upgrade my current plan, however I was advised that it cannot be done, no reason provided. I was only advised that I need to cancel by taking router to the store to process cancelation.When I went to the store I was told I must leave the router and someone will contact me in few days.By the way no one called and I had to follow up. I called the call center and was transfered to pillar to post until I ran out of airtime. Spoke to contracts they referred me to retentions and referred me to Riwardsco where I bought the package, they referred me to the store. I immediately called the store they said call the call center. I gave up for the day. Again today called spoke to cancelations and the lady said she does not do cancelations for month to month contract, I asked so who is suppose to assist she said she is not sure but it's not them, transfered me to customer service where I finally spoke to a lady that explained that after submitting the router it will take 20 days to assess the router before cancelation can be processed. My question now is, I have been billed for a router that is with you.The purpose of me buying this was to work from home. I have not worked this month because of no internet and I am loosing money.Please advise what will happen to the billing as I have been billed bt no connection. I seriously need internet, all I wanted was to upgrade bt your process is long and frustrating. Please call me ASAP on *** Id number *** Bank with capitec, debited on the 4th Address 182459 sandile Mhlongo Road inanda mission Email: ***