Contract cancelation

Payjoy has bad customer seriously, it takes time for them to resolve customer's issues. I have been trying to cancel a cellphone contract with payjoy since 2024 September on the 23rd. I've been trying to communicate with them till I went back to the shop that I purchased the cellphone. And when I got to the store the lady told me that she has sent all the required info to them she's waiting for them to collect the cellphone, it was then October. After that I tried to follow up on the matter since September they have been telling me that they are waiting for someone to collect the cellphone. I want this matter to be resolved because I won't be able to check up on them every now and then and I keep getting the same response. Why is there even a contract cancelation if it can't be done I the first place. And sometimes they will hung up on you while you still on the phone with them. I'm not happy with payjoy I wish they can handle this matter fast so I can distance myself from them. The agents are even rude