Horrible service by MTN

On the 12 May 2024 I received a call from an MTN representative offering me a phone on contract. I decided to go for an iPhone 11 pro as I was initially going to get that phone. After all was agreed upon on. I than received the phone on the 15th of May. To my surprise when I opened the box it was an incorrected Phone that they delivered. I called in to make them aware that I received an iPhone 11 and not an iPhone 11 Pro and I was advised to return the phone at my nearest MTN store. I then returned the phone to MTN at Tamboti Mall in Randfontein on the 17th of May 2024. Where I was given a (CPA OPEN BOX REQUEST FORM) which I filled in as proof that the phone was returned. The consultant by the name Danel that assisted me advised that I should wait for an SMS from her that will have an IRMS NO. *** from the warehouse for me to use to cancel the contract. I called in to MTN call centre and asked to cancel the contract and stated the IRMS no as advised this was on the 22 of May 2024 after receiving the SMS and the agent that helped me said that he cancelled the contract and I received a NO REPLY email with reference no.*** and on the same day they sent another email with the same ref no. stating that my request has been COMPLETED. To my surprise I got a statement on the 31st of May stating my balance for a phone that I don't have. Therefore I called in again on the 31st. They sent me an email confirming that the request has been open with ref no. 1- *** and another one with same ref no saying that the request has been completed. On the 3rd of June 2024 I received another statement I called again on the 7th and again I got ref no. 1- *** and another ref no for the same query to confirm the cancellation. On the 21 June 2024 I received a payment reminder then I called in again ref no. ***. 3 July got a statement 4 July called ref no *** for the same query. 8 July 2024 I called again ref no. ***, 15 July 2024 I received a message notifying me for legal actions. 17 July 2024 called in again ref no ***, 22 July 2024 I received a statement. 25 July 2024 I called in ref no. 1- ***, 29 July 2024 I got a payment reminder. 30th July 2024 I called in again ref no. ***, on the 31 July 2024 I called in again ref no. ***. 14 August got a statement. 17 September 2024 got a statement. 27th of September 2024 I got a final written reminder. Then on the 30th I called in again ref no. ***. On the 7 October 2024 I received an email (notification of hand over) from StraussDaly Attorneys with ref no. BA***. I than called in and spoke to a lady by the name of Lusanda Nkosi and explained this entire ordeal to. She then asked me to email her the CPA OPEN BOX FORM which I did. I received another email on the 15th Of October 2024 stating that I missed my payment. I then took it upon myself to head to the Head offices of MTN in Constantia Florida on the 16th of October 2024. Where I was told to wait for a Complaints consultant to assist me. I was finally called into NONHLANHLA KAMBULE’S office who seemed very promising and eager to assist me. She confirmed that the device was received at the warehouse. Furthermore she could see all the interactions I had with their call centre agents and said that she could pull out recordings as well. However she than said that she will not be able to assist to cancel the contract as it has to be done by the Online service provider that assisted me to take out the contract. She said that she will be giving me feedback within 48 hours and promised to call back on Friday the 18th of October 2024 by 14:00 pm which she did not honour her promise. On Monday the 21st October 2024 I called in at 10:08 am and she said that she will ask the Online guys to call me back within an hour. And as expected I never got a call, so I called again later that day and she said that she escalated the matter to her team manager from the Online service providers. Till this day I haven't heard a word from Nonhlahla or her manager and when I call now she is not answering my calls nor returning my calls to give me feedback on this matter. My question to MTN is where do we get help if your agents are ***********. when we think that we will be getting the help we need from your complaints agents at your head offices. They spit out words that you want to hear just so that they can get rid of you hoping that you do not come back. And if you call they frustrate you just so that you just let go of the this. However what they do not realize is that my name is being tarnished for something that I don't even have. I will be taking this matter to the ombudsman as I have given MTN so many chances to fix this with no joy.