Terrible service from MTN

I hereby submit a formal account of the events regarding my MTN contract cancellation on 25 March. I was instructed to return my router to any MTN store, which I did. The store staff advised that the contract would be cancelled the following day. However, my account was debited, and I was informed that the cancellation was rejected due to incomplete information, specifically the absence of an ID copy, which no representative communicated to me beforehand. As of 07 March, the router remains with the store, yet my funds were deducted because of the rejected contract. I wish to emphasise that, I'm paying MTN because of staff’s incompetence, I will not recommend purchasing any products or services from MTN, even for a nominal amount such as R5 airtime, because of their substandard service and lack of urgency in handling such matters. Should you require any further details or documentation regarding this incident, please let me know so that I can provide the necessary information for an appropriate resolution. Their customer care doesn't even want to intervein.