Unable to cancel MTN contract

Months ago I requested to get a contract from MTN, I app**** telephonically and was promised the simcard to have the simcard delivered in a week but DSV took an entire month to come. Every time I called they promised to have it delivered by noon 5 times I left work early to wait for the delivery which didn't come. Finally they delivered and after a few days I was told my ID copy was not clear and they were supposed to pick up the ID in 3 days that too took weeks.

I then decided to get another simcard elsewhere because MTN wasn't delivering and I needed the data contract asap. I realized last month that I had been charged the monthly contract fee. The simcard doesn't work, it says it needs to be Rica, I don't know why they requested my ID and Proof of residence if they still failed to get it registered. I don't need this contract anymore, I sent an email requesting cancelation of this contract and the sales team told me I was off the cooling period. I need this contract canceled asap because that cooling period didn't even happen with this contract