MTN Alberton City Mall

I'm honestly so disappointed at the service that I have been getting because I have been using MTN as a service provider for years now.I had a month-to-month contract which I later wanted to cancel because the coverage wasn't good in my area. I ordered the router online but I saw on Google that I could take it to the nearest MTN store and they would assist me with the cancellation process. On the 31st of December 2024, I returned the router to the Alberton City Mall store and a lady named Janine Zackey was the who assisted me. She made me fill out forms and told me that she would call me back and give me a reference number I could use to FOLLOW-UP. She called me back on 02 January 2025 and gave me said reference number. I kept getting emails informing me that the router was been collected from the store and booked for cancellation and so forth so I didn't feel the need to follow-up. Imagine my shock when I got an invoice at the end of the month! How do I owe MTN when I have cancelled the contract? I called and got no help until I went to the same store and was helped by another lady (didn't get her name but she is thick, dark-skinned and has dreadlocks) and she said that she would assist me because Janine was on leave. She first told me that cancellations are not done in the store and I was confused because Janine had told me that she would do the cancellation. She NEVER said anything about me having to call and cancel it. I would've done it the same day because I was already fed up with paying something that wasn't working! Then I asked her what's the way forward and she said they now DO cancellations in store, it was just in 2024 that they didn't do them. Did she ever cancel? No! I spoke to an agent on the phone and she said she cannot assist me with cancellation if the store which I returned the router hasn't done anything on their side. So my question is, what does one have to do to get help at MTN? Why am I getting billed for something that I'm not even using? If the emails clearly stated that I don't have the router on me, why am I still getting billed? Who is going to pay this money? I'm now being listed on the credit bureau so y'all are ****ing with my credit score! Fix this immediately! And Janine Zackey, do better at treating customers because you're doing a very ****ty job so far.