Overcharged and *********** staff

I have been calling the contact centre on numerous occasions regarding my home router, They tell me they transferring me to the activation department and it goes to the prepaid department, you will go back and forth until you get tired and hang up, I then decided to go to the shop in Protea Glen they could not help me telling me their system is slow,I went to Cradle stone they told me they will log a fault that was on the 5th of December 2023, I returned to the store again on the 15th December 2023 with the router this time, they told me it unbared and that it must be active they just need to check the APN settings one of the staff members a guy said he needs a cable to complete the settings and the store doesn't have one,I asked for the manager being a lady by the name of Lebo she told me they cant help me since I dont have the cable, mind you she already knew my problems in terms of the router and that Iv been billed every month since October 2023 a pro rata fee, she also logged a query for that and was told to log on a certain system for billing department to attend to it but it was not done,I even resulted to terminating my contract since they were not helping me and its been months,I then left Cradle stone mall with my router still not working and proceeded to Mall@Reds I was assisted by a guy call Tebatso,I told him my issues he picked up the reason why Im being charged pro rata every month and we were able to log in and set the APN settings without a cable,still my router was not working he decided to fill in documents stating the issues I was experiencing with my router. I ended up leaving the store and cancelled my contract. MTN has a large number of *********** staff that lack customer centricity,I have resulted to escalating the matter with ICASA and the Tribunal since I have met my contractual obligations by paying even thou I am not receiving the service as I signed for it but they are not providing me with the service I pay for.