Paying for an upgrade and phone that I cancelled for over a year now

Feb 2020 I received my upgrade phone iPhone 8. On the day it was delivered to my workplace i saw that the memory specs of the phone was less then my current iPhone 7 and called immediately to cancel the contract and upgrade. I was advised to go into a MTN Direct store to give my phone back, well in the time I was allowed to cancel the contract.

Gladnys at the Clearwater Mall branch assisted me with filling in the needed paperwork and took the phone from me, advising she will send it back to warehouse and send in the appropriate documentation to cancel the upgrade.

March 2020 in the week we went into Lockdown Gladnys called me to advise that the warehouse rejected the phone due to the serial numbers on the system not matching. I told her we can discuss later as I was in the process of moving house.

3 month later MTN telesales called me to try and sell me sh**. I explained my predicament to the telesales lady and said until this is not resolved I want nothing to do with MTN and their "products". She was kind enough to give me my reference n umber to the sittuation with the serial number of the upgrade phone and number to MTN Direct in Clearwater mall.

I called MTN Dirtect Clearwater mall and spoke to Gladnys again, I gave her the serial number provided by MTN on the previous call and she confirmed that it was indeed the device I handed in with her. She said she will reach out again to the warehouse and arrange for the phone to be picked up and my upgrade to be cancelled.

Aug 2020 I called again and spoke to the manager at the MTN Direct store, he was reliefed to find the owner of the iPhone 8 they've had in the storage as they didnt know who's device it was nor the story behind why they had it.

Nov 2020 Gladnys sent me an apologetic email stating things are taking loner then expected

Until now Im paying for this upgrade well over 13 months now. MTN owes me money. MTN Direct Store goes over to voicemail, leaving messages does not get returned