MTN unwilling to cancel month to month contracts

I have a router 3-year contract that ended and reverted to a month to month contract. I telephonically contacted cancellations to cancel; they told me I could only do it in a physical store. So I went to a store; they said I had to go back to EXACT store I got the router from (with the router AND box) in order to cancel. I went to the EXCAT store with the router AND box only to be told they cannot do cancellations; I had to phone cancellations (during business hours only).

This run around shows that MTN is either (multiple choice): a) completely confused as to its own business processes b) trying to make it as hard as possible to cancel a contract to make more money c) both a & b above