Cancellation of iPhone 16 contact

I app**** for an iPhone 16 on the 28th of Oct which was delivered on the 31st of Oct 2024. I decided not to open the phone upon delivery and called MTN to arrange collection of the phone as I wanted an iPhone 16 pro, Ticket was opened and closed on that same day I received the phone. The consultant told me to give it 2/3 days before they call for the collection of the device.

I decided to call again on Tuesday and the guy I spoke to advised me to quickly return the phone at my nearest MTN store which I did and I was given an IRMS number to call and give it to MTN for cancellation of the device which I did. Till today I am being sent from pillar to post as no one knows who has to do the cancellation. On Friday the 8th one consultant from MTN told me to go back to the store since it’s the store that has to cancel the contract. I did that and when I got there that was not the case. The store manager only escalated the issue via email and till today the device is still not cancelled, the debit order was instructed by someone in MTN before the agreed debit order day of which I still don’t understand. The IRMS is proof that the device was returned during MTN’s cooling off period of 10 days.

If they can’t cancel the contract then they must return it back or send another one because I cannot pay for something that I don’t have