Telkom Contract Challenges

I joined telkom in 2018, I am due for my second upgrade with them. My first attempt to upgrade, I went to the branch to find that there was no stock for iPhone 13. I requested a call me back online, we made a deal and was told to wait for my order (which was something I did not order, the order had expensive add-ons) that was on the 3rd of October. I have not received it when I follow up, I am sent from pillar to post, I went back to the branch in October 14 ordered again was told to wait, when I follow up its the same pillar to post. I ask them to cancel because I want to go to other providers, they refuse they say I must wait until receive the order so that they deduct to my account 🤔 how for something I no longer need because it is not coming to me at all. It doesn't end there I have got also a sim only deal with them, on the 3rd of October I asked them to cancel my sim only, they never did until now it's a hustle. When I lodge a complaint with *** the problem only gets worse instead. What about my credit score to all of this.