Utterly disgusted in MTN Group South Africa!!

I am utterly disgusted by the service or lack thereof I received from MTN South Africa (SA) thus far. I joined MTN SA 3 years ago but will go back to my previous service provider after our contracts end. On 20/12/23 my husband and I ordered phones via MTN SA online. I phoned many stores near we live but no one had an iPhone13 in stock (which I wanted) and a MTN SA consultant in store advised that I try ordering online. On 21/12/23 I phoned MTN SA in Cape Gate and they had only one in stock so I rushed the same day to collect it. The lady who helped me in store confirmed that she requested to have the new contract (iPhone 13 - ordered online) canceled. We received the phones the next week, the iPhone (ordered online) on 28/12/23. I informed the courier that MTN SA canceled the contract om my behalf but he said he could not send the device back and I had to sort it out with MTN SA. I took it back to the nearest branch (Stellenbosch) on the same day but they wouldn't take it as they said it was purchased online. I phoned the online store the next day (29/12/23) who said that I had to take back to the store so I went back to the store and the consultant in store gave me an IRMS number. This was obviously within the cooling period of 7 working days. When I phoned customer care on 03/01/2024 the consultant told me at the Retrenchment Department that there was a cancelation fee on my account of -/+ R23 000🤷🏻♀️🤨 and I had to go in store to request them to waive it but he also said that I shouldn't be liable for this fee as I canceled the contract within the cooling down/off period. I visited the store on the 4th of Jan and they also said they couldn't waive the cancelation fee. After 5 days, no one was able to assist me with cancelling the contract so I emailed the retentions department, complaints department, customer care and after one day customer care emailed back to say "Noted". MTN SA sent me a message on 8 January 2024 to say that my line was being cancelled effective 08/01/2024 but when I visited the store on 10/01/2024 the contract and line was still active!

The service I received from customer care (135) thus far has been horrible. I have been sent from pillar to post and no one could assist me. The lines just cuts off or I am kept on the line with dead silence. I would be on the phone for hours at a time. I am in the process of submitting a complaint to the Ombudsman/Office of the Consumer Protector as this issue is still not resolved.