MTN - ********** debit order

I bought a cellphone(upgraded my contract) in July 2022. Returned the phone within one week, to get another phone. At the MTN Paddocks store in CPT. They advised me my account has been successfully credited and I will get A new phone. I kept being told I must collect the phone the following week, each time I called them. It's March 2023,I still have not received my phone. AND MY ACCOUNT IS BEING DEBITED MONTHLY FOR A CELLPHONE WHICH I DONT HAVE. I went to MTN Rivonia, and was advised my account was never credited for the cellphone. The complaints email address for MTN, what a joke. I have sent numerous emails to that email address, went instore and they confirmed its the correct email address. So I must lay a complaint for the complaints email. Im at loss for words for MTN. Each and every month that company is de*****ing me by debiting my account with a cellphone which I do not have.