UNSOLVED MTN CONTRACT

We took out a Wifi contract at the MTN shop close to Food *****’s in Menlyn Shopping centre and received our router on 1 July 2022. The person that first helped us has since resigned, but his name is Lethabo and he was the store manager. We were told that our router would work instantly once it is plugged in and the sim is inserted. It did not have any network coverage for a whole week. During that week we called MTN (customer service and the shop) multiple times to advise us and every time it was a different excuse. First it was that the application was never closed, they then said they would close the application and we will have internet within 24 hours. After 2 days we called again, and then they could not pick up the application on the system. My husband then took the wifi router with the sim card into the shop. The area manager or CEO of MTN was in the store that day and attended to our situation personally. He confirmed that there was no error with the router itself. He also confirmed that the sim card was RICA’d. He then said he will double check everything on the system and we will have internet within 48 hours. We asked him for his personal number so that we could follow up with him, but because of the POPI act he did not want to give us his information. We still had no internet, so on the 8th of July my husband took the wifi router and the sim card into the shop and cancelled the contract. He signed the papers to finalize the cancellation on my behalf. On the 9th my husband received a message (from Lethabo) saying our wifi is now activated and he asked if we still wanted to continue with the cancellation - we said yes we want to continue with the cancellation. We accepted it as done. However, on the 27th of July I received an email reminding me of the debit order. I called customer service again, and they saw on their system that the account was still activated and they said that I needed to go into the shop to cancel it. On the 29th I went to the shop, and their system was offline so they could not open my file. They also informed me that Lethabo has resigned, and because of that it needed to be referred to a superior. I went back on the 30th and they could see that the cancellation was loaded but still in progress. They said that it would take about another week for the cancellation to be finalized. They also tried to stop the debit order but was not successful. On this day Emile assisted us. I asked him to keep me updated on the progress. On the 5th of Aug I got an email to confirm the account is cancelled. Yet, they kept sending emails that an amount of R1622 needs to be paid. The original amount I signed for was R999. I called them on 16th of Aug to find out why they keep sending me an email of an outstanding balance if I cancelled my account almost 1 month ago. They informed me that the account is still active and was never cancelled. I tried calling the cancellation department twice but there was no answer. I cannot handle this poor service anymore!