Unresolved contract and unprofessional service

I wish it was possible to give a zero for this review. MTN South Africa is so pathetic, ***** and full of unprofessional consultants.

My husband opened a new contract of a home router with Mtn Brooklyn mall on the 24th Dec, 2020. He requested for a receipt and was told it will be sent to his email. Fine, since we had other contracts with mtn so thought it was a new system put in place. We called the customer service on the 28th Dec 2020 (still within the cooling off period) and was told to take it to the store. We returned the router still intact just as we collected because the router was not going to serve the purpose it was meant for (the router was meant for someone).

On the 28th when we returned the router, we met Simphiwe and got a very cold service from her until the manager asked her to collect. After spending about 2 hours plus in the shop, we were asked to leave that it takes time to resolve and we will be called. No one called us until now. We noticed each time my husband tries checking his balance on the mtn app, the new contract was still under his account and the data was been depleted (note the router was returned since the 28th).

Yesterday 13th Jan, we called the customer service back and spoke with Benzi who told us we needed to go back again to the store cos the contract was still being charged for. On getting to the mtn Brooklyn, my husband met Silo who told him the contract is no longer in his name but on the mtn app, it still shows he's to pay for the contract. Which do we believe? The store who said the contract is removed or the customer service agent who said it is still listed under him and which tally with the mtn app?