MTN DIRECT CONTRACT FIASCO

MTN Direct division is in my experience utterly *********** and *******. Around the third week of July I called them to upgrade my cellphone contract and three weeks later my phone had not being delivered due to sheer incompetence. I then proceeded to call them to cancel my contract with them and explained that I would rather go to the MTN store to upgrade , they agreed and told me that once the phone has been returned to MTN then they will cancel my contract. Just a few days shy of August month end I received notification from MTN that the full amount of the contract will be deducted,I couldn't reverse the debit order since I have got two other contracts with MTN. To cut a long story short after countless of calls to customer care and them advising that only MTN direct can cancel the contract, they(MTN Direct) send me an email on the 28th of September to say that their policy does not allow them to cancel the contract. So here I am about to be deducted the full amount of a contract whose terms have not been met.