MTN rated minus 5 stars

If it was possible, I would rate MTN at " - 5" stars after my experience with them. On 14 August 2023 I app**** for a month -to-month WiFi contract with MTN. The deal was concluded digitally via the internet and I was instructed to pay an amount of R630.67 which represented the instalment for the month of September and a pro rata amount for the latter part of August. The next instalment of R400 was due to be deducted by debit order at the end of September. After being told by the sales person that all I would need to do was plug in the device and I would be ready to go, I plugged in the device on 18 August, the day it was delivered, but I could not get it working. I went to the nearest MTN branch at N1City the next day and they informed me that the sim card needed to be Rica'd. This was done in the shop and I was then told that it would take 24 to 48 hours to be activated. The router was however activated that same evening so I linked up my cellphone and entered the password on the bottom of the router. I struggled for a time and had to give up because you were only allowed so many attempts before the device would shut itself down. I went back to the MTN branch in N1City and I was at that stage already wanted to cancel the contract. The assistant took his own phone and linked up to the internet. It turned out that instead of using what was clearly marked "password", I should have used another code marked something totally different. Surely I cannot be the first one to assume that the password is the one clearly marked "password" on the bottom of the router and MTN staff should have made me aware of what can only be described as farcical. So, I then ended up only a actually going online on or about 20 August. I was happily enjoying the internet when I noticed on 4 September that a debit order of R978.20 had been deducted from my account. I tried unsuccessfully to phone MTN but kept, as usual, getting lost in their system. I called my bank, Tyme bank at Pick and Pay, on 6 September and they without hesitation reversed the debit order and the funds were returned to me. On 8 September, I received an SMS thanking me for my payment of R630.67, the upfront payment I made on 14 August and I should pay R347.53 (the balance of the amount of R978.20). On 11 August I received an SMS stating that they were suspending my ability to make calls due to non-payment. On 13 September, another SMS stating that the device had been booked for collection. On 18 September I found that the router was not picking up the internet. I waited until the next day and found it was still down. On 20 September I took the router back to MTN at Canal Walk and told them I was cancelling the contract due to their incompetence and non-compliance. On 21 September I phoned MTN wanting to clarify where they got the figure of R978.20 from. I got through to someone who then listened for about 2 minutes and then said that I was in the wrong department and he would transfer me. I held on but after a minute or two I was disconnected, from their side. Today 22 September I received a call from MTN. The person introduced himself (forgot the name) and basically asked me if I was happy with the service. I said absolutely not and started telling him about my experience. After a minute or so I discovered that the line was dead, the call had been dropped. An hour has passed and no attempt has been made by MTN to re-establish contact. I would like a responsible, senior official, if such at all exists, to contact me and explain their conduct in detail and did they in fact suck the amount of R978.20 out of their thumbs. If so, why.