MTN SA online taking forever to cancel Month to Month Contract Now affecting my Credit Score,

If there was a Zero Star I would have selected it. I took out a month to month Contract of which they said I can cancel it anytime ,i tried all the options offered to me but still not getting helped instead I’m spending money to go up and down. I first Called MTN Customer care on the 30 July 2024 to Cancel my Month to month contact and a consultant by the name of Mandisa Nene helped me and said I should return the router to any close MTN Store ,I then went to MTN Benoni Lakeside Mall and they told me that they are a franchise and they can’t receive the router unless I bought it from them. I then left the store and sent an email then a MTN Consultant by the name of Jacobeth Mabotja responded that I should share the RMI Number ,Then I responded to say she must read the email I sent to understand then Another Consultant on the 22 August by the name of Zelephi Ngcobo responded with a list of MTN owned stores I drove over 50km (single trip)to return the router at My nearest MTN owner store that is MTN O.R Tambo Airport on Friday the 23 August 2024, They took the router but didn’t book it in and I didn’t receive the sms with the ref Number as they promised ,I then called In on Monday the 26 August but no answer on Wednesday 28 August decided to drive back to MTN O.R Tambo Airport to ask only to find that my documents were filed but not captured on their system , the Supervisor assisted and booked it while I waited,I received the SMS and then Called 135 to Cancel as per sms received ,but the consultant that received my call said that I can’t cancel it ,I have to go back to the store for them to cancel it, Why is it a problem to cancel cause now I have done all that was requested of me to do ? Now I’m worried I saw on my credit report that I owe mtn worst of all I checked again today 13 September 2024 the same account is now in arrears😡while I waiting for mtn to conclude the cancellation I even called today still getting the same answer.they are delaying the cancellation while they are able to sent information to the bureaus and they are sending incorrect information and I don’t understand why cause I haven’t used the router since I called in to Cancel it on the 30 July 2024.how can I be in arrears for something I don’t have and Month to month contract we pay in advance so why is my account is in arrears?