Very disappointed in MTN South Africa

I called MTN on the 20th of April 2020 to upgrade my contract. In the 10 years iv been with MTN it was the first time I upgraded this way, but as the country was in lockdown, it was the only way. The upgrade was quick and seamless when I finally got through to a consultant and I was quite impressed. I decided however to cancel the upgrade later that day and tried to get hold of the sales person I spoke to, to reverse the upgrade. With the usual 7days cooling off period I did not think this would be a problem. Surely if I cancelled the same day the phone would not even be dispatched to the couriers for delivery. The person I finially got through to could not transfer me to the consultant I was dealing with but said they would let the consultant know to contact me as soon as possible as he will need to cancel the upgrade. The consultant never called me back. I tried calling maybe 2 or 3 times after that but was assured someone would call me back. This also did not happen. 2 or 3 days later I got a call from someone to confirm delivery. I explained that I cancelled the contract and they said it is no problem, they can affect the cancellation from their side aswell. I thought this was the end of the situation. MTN has been billing me for the contract since then, despite the cancellation request and not having the phone. I decided to email customer care on the 27th of May to ask for feedback. I got a mail back saying that the upgrade was done through the retentions department and that I need to email them. Surely they could have forwarded the email, but in any event I resent the email to the retentions department the same day. It is the 18th of June and I am still waiting for a response. I had a bit of free on the 3rd of June 2020 and called MTN again to try and resolve the issue. I believe I held for close to 15 minutes before I got through to someone. I explained the situation and the lady said that there are no notes or anything on the system or anything indicating that I wanted to cancel the contract. She said that they will need to get confirmation from their warehouse that the delivery of the phone did not take place, which should take 2 to 24 hours or something like that and that someone will contact me thereafter. I am still waiting for a call or an email from MTN. I feel so disappointed and disheartened. It has been terrible customer service from MTN thus far and I am seriously considering cancelling my contract with MTN altogether and moving over to Vodacom. If you are considering MTN as a service provider be wary. As soon as you need any assistance with anything, you are *****ed! I must say, I loved MTN before all this and have not had a single issue with them prior, but this is really ridiculous and I do not feel valued as a long standing client, at all.