MTN - Cancelation department: POOR SERVICE

I ordered my contract + router on 14 March 2023, and received it 17 March 2023, the request to activate the sim was done on the same day and was informed that I should be connected by 21 March 2023 at 11:00

I phoned customer care on 22 March to report that I have no connection (3G/4G light stay red) the coverage unit checked and found that the system does not pick up that the sim card is inserted in the router and said that the sim card is faulty, they put me through to customer care to be advised on the best way to correct this issue.

Customer Care said the problem is not with the sim card but with the router and that I should return it to an MTN store and request for the contract to be cancelled.

Device + sim card returned to MTN Port Shepstone (Shelly Centre) on 24 March 2023

I have been calling customer care with no success, I'm being put through from department to department.

The Retention's department put me through to another department and instructed me to inform them of the IRMS number, she confirmed that the device was received by the warehouse and was approved for cancellation, and that I should speak to the cancellations department, they just put me back through to Retention's ...

My problem now is that no one seems to be able to put me through to the correct department to actually cancel the contract for a device that was faulty. I have been billed for this contract since March up to date.