Most Disappointing Service at MTN Mall of Africa and Customer Care Line!!!

My boyfriend and I went to an MTN Store at Mall of Africa. We had the most shocking and terrible experience. We had gone to take out a Home Wifi Deal specifically the Fixed LTE for R 599. When we arrived at the store they said that their systems had changed and due to that they were unable to assist with any sales. After speaking to the consultants they managed to help us. The contract took a whole week to be approved. Once approved we went back to the store to collect our product. On arrival and once processing the product to leave the store, the new person assisting us said that the sim card had not been RICA'D. She said that she would have it RICA'D the next day and send confirmation. She did not communicate whether the Sim Card had been RICA'D. We tried to insert the Sim Card to see if the product worked, sadly it did not. My boyfriend called in and asked if the problem had been tended to, however she was unable to give an answer. Due to this we went into the store and asked what was going on. The technician was unable to assist us. He did not know what a fixed LTE was and how to assist us regarding the Sim card. After 2 hours of waiting in the store, the technician went to the other staff to try and solve the problem. However no one knew what was going on and what a Fixed LTE was. How can a store sell products that they have no insight too. We were extermly disappointed with the service and their approach to customer satisfaction. We asked that the contract be cancelled with immediate effect. The person who said she cancelled the contract said that it will be done within 2-72 hours and that she will phone to confirm. She had given us a reference number. We never heard back from the person who cancelled the contract and on numerous occasions tried to contact her and the store. A few weeks later my boyfriend received his bill only to find out that he was billed R 1 150 for the contract that he had canceled. If the contract was R 599 how did it even escalate to R 1 150. Absolutely unacceptable. We immediately called the customer care line and the person tending to this matter advised that the contract had not been cancelled as we had instructed the person at the store. The attendant at customer care said she would cancel the contract immediately and that we would get an sms in 72 hours. After we had received the sms we had checked the bill online and found that the amount was still as is. We then called customer care AGAIN. The consultant was extremely lazy to do their job and said she cannot help us. Time and Time again we explained the seriousness of the situation to no avail. We then requested to speak to the manager. The team lead got onto the line he said that he would cancel the contract. he provided his email address and said that he would call us back first thing the next day. The next day no news. We call the Call Center for the THIRD time. we asked to speak to the team lead, to no avail the excuse was that he is not at work. We asked to speak to another superior in charge only to get the excuse that they are on break. Why does customer care even exist if is it a hopeless platform? We called the customer care line for the FOURTH time yesterday only to find that the consultant said that he cannot help us as the system is down for the hour, we asked for the team lead and got excuses again. Again called in for the FIFTH time this morning to hear that we should not be calling this morning at this time and it was 9:30 am. If this is a 24/7 support line then why am i being told this???? MTN has the worst level of service in the telecoms industry. There is no care for customers or being on the ball to make sure communication is present. Issues upon issues and frankly we are done being loyal to this company. The service at the Mall of Africa Store and the call centers are pathetic. If you cannot ensure that customers receive the best service in store or via your customer line what is the point of being in business. You need a strong customer base in order to be a successful business. Terribly disappointed and shocked at the level of service.