MTN Contract

Opened an MTN contract and their router was not working from the moment I got it and yet I was invoiced, might I say invoiced an amount completely inflated. I eventually had to close the contract due to their inability to find a solution. I am still chasing for this contract to be closed. Can someone explain to me why it would take an awfully long time to align systems to cancel a customer contract in 2022? What is so hard about it? Nothing, they are just gunning for customers' monies.