Lack of customer service

Went to mtn regional office in Bloemfontein to return the router so that I can cancel the contract as advised by call centre consultants. A consultant by the name Katleho Mosiako called me to assist, upon telling her why I want to cancel, she noted that my internet was cut in the middle of the month because payment for the following month was not successful, of which I disagreed and asked to cancel the contract and upon asking other colleagues on how to assist me, she then finally told me that she won't be able to assist because it's an online order and I must go back and call the very same people who told me to take the router to any mtn store