MTN POOR SERVICE

Good day

I have a problem with MTN I made an upgrade online for a router but when they were about to deliver it I had to cancel it because I couldn’t afford inserting my sim that I use into the router I did all of this on the 23rd of November 2020 Yesterday I went to Istore for an upgrade as I lost my phone and I was told that the router upgrade wasn’t cancelled, I went to MTN but I was told that they can’t assist me cause I did it online and they provided me with the number to call for cancellations. When I called the number they advised that on their system it is showing that it has been cancelled so they escalated the matter and I was told it will take 7-14 working days to be resolved This is un acceptable cause I lost my phone and no body can assist me This is the case number # RCO16943 I was provided with and I can't wait for 7-14 working days for confirmation that the router was cancelled cause I cancelled all of this in November. Kindly assist as I need to upgrade my contract at istore and I was supposed to receive my phone yesterday at istore but they can't proceed as there is an upgrade that was loaded already, it says it has been approved and waiting to be shipped while I cancelled it. This is stopping me from getting my phone and I can't access anything cause everything is linked to my phone

Kindly assist