Trying to cancel my contract for a month

This is my second review for the same matter. A lady by the name of Mpho upgraded my contract on the 18th October 2017. The phone was delivered on the 23rd October 2017 and I took it back to the Morningside MTN on the 24th October 2017. After my initial review I received a few calls. The last call I recieved was on the 14th from Mpho advising thet the phone has been located and the RMA number received and that the contract will be cancelled on the same day or the very latest the next day.

The contract is still active and my account has been debited for the full amount. I have called every number I could trying to get this resolved. I'v now had consultants from the store, 808 and ********** 667 trying to log queries and send emails to have this cancelled but to no avail, even they can't get this cancelled. The latest reference number is ********** 48. I don't understand how the after care service can be so bad. I was advised by the call centre that the online store has no number so all they can do is send messages and emails.

It seems like my only recourse now is to go directly to the Ombudsman which is what I'll be doing right after this.