Unprofessional and unhelpful service from MTN

I upgraded my cellphone contract at MTN Irene Village Mall on the 27th of January 2022 where I waited almost an hour to be helped, then had to wait another hour and 45 minutes because their systems were too be slow and faulty. I am not as clued up as younger people when it comes to technology and I wasn't informed that the data plan and cellphone given to me with the upgrade won't be suitable for my needs.

I went to MTN Centurion Mall, on the 30th of January 2022, with the hopes that I would receive better client service there, as I now want to cancel my contract completely and, to my understanding, that it is still in the 7 days cooldown period according to the CPA, but was told I have to do it at the store whereI upgraded. I then went back to MTN Irene Village Mall on the 30th of January 2022. While I waited in line, a total of 40 minutes, I talked to a lady who was waiting for quite a while and she eventually asked the assistant manager where the other staff were, as there is one sales consultant she usually likes to see who is always helpful to her. The assistant manager told her that she was on lunch, but he called the sales consultant to ask her where she was. The assistant manager then informed this poor lady that the sales consultant she had been waiting for, who went on lunch before I entered the store, would only be back on the 1st of February, that she is taking the rest of the day off which speaks to the service of this branch.

After a while the assistant manager came up to me and asked the reason for my visit in which I told him that I want to reverse my upgrade and cancel my contract. By the time I was finally helped the assistant manager told me that they can't help me because their manager is only going to be back on the 31st of January and that I need to call 135 to cancel the contract because I will have better luck doing so with the customer care line, which still wasn’t helpful. I then called 135 but received no clear instruction or helpful service in order to reverse my upgrade and cancel my contract. I was told that I need to return to the store which provided me with the upgrade. Now I need to take another day off work just to do this.

At this point it looks to me like MTN is stalling just to get through the 7 days to make sure they lock me into their mistake and poor service. I have already wasted a day’s leave and my Sunday and now to add to this I need to take yet another day of leave.

How am I supposed to get this fixed??????