Appalling service

Today I discovered I had no airtime or data and after going to the Kenilworth CEntre branch of Altech Autopage found out my cellphone contract cancelled on 24 November and converted to prepaid - after being on hold for 20 minutes at a time at head office, being disconnected etc I eventually spoke to someone after 45 minutes of trying and was told that I had apparently requested my contract to be cancelled on 24 Nov via email but they couldn't forward email to me or read email to me, an investigation would be started but no telling how long it would take. Appalling service surely in this day and age you should be able to check on the system to see an email especially when you rely on that email to cancel a contract and delete over R3500 credit! Awaiting to hear what investigation reveals but will be considering laying charge of theft and ***** with police about this if no proof of my alleged request given today.