MTN QUERY - URGENT ATTENTION

I’ve recently done an upgrade with MTN DIRECT an upgrade specialist AGENT(through MOBILE PLUS – 22.05.18) telephonically however they sent me the wrong phone so I then called mobile plus and informed them of what had happen (24.05.18). The mobile plus consultant told me to go an MTN Store to return the package which I did do with all its contents in it dated the 28.05.18. The mobile plus consultant also told me that the MTN store will give me a collection number which I need to phone them back with the collection number so that they can cancel the contract immediately. However I did to what was required of me only then to find out from mobile plus THEY CANNOT CANCEL THE CONTRACT UNTIL IT REFLECTS IN THE WAREHOUSE. I have been following up since then every week and getting the same response which is absolutely frustrating and to continuing paying and getting billed for a product I don’t have possession off. I have spoken to managers at the MTN Stores which they advise me what to do but have no help with the MTN consultants. None of the consultants at MTN direct contacted, sms, or email me to say if the contract is cancelled . I am going back and forth and in circles with this contract to be cancel immediately and for my original contract package to go back to how it was before. As an MTN customer this is absolutely frustrating as I am a loyal customer which the MTN consultants is making it my job to phone various places to sort a problem which I didn’t create. I don’t understand why it is so hard when I have proof of a document stating the return of the phone. If a problem like this cannot be solved then why does MTN have stores all over the countries, they should not even bother if they cannot help us in a simple and dignified manner. It’s been 8 weeks now and still no response from any MTN consultants.