pathetic service from cancelation department

i would like to lay a complaint against MTN cancelation department. I called them on the 6 of december 2022 to confirm my 2 year contract was canceled. I was advised by Vlepu Thabise it will be canceled on the 5 January 2023 and i received an sms stating this.

On the 6 January 2023 i noticed the number still active. I contacted mtn and was told its still active and that cancelation department is closed and will reopen on Monday and that she had emailed thabise and she will contact me on Monday(9 january 2023) to advise me further but she did see that this contract was supposed to be closed.

On 9 January 2023 i receive a call from mtn telling me im due for an upgrade on the exact same contract. I did explain this situation and told her to add a note for someone to contact me.

I received no calls. On 10 january 2023 i call again explained my story and this agent also saw the note and that the number was still active she transferred me to cancelation department i held on for 20 minutes until the call was cut off.

I am highly frustrated that my contract is still on a month to month even though i have done my part. Agents are not able to assist me and its so challenging to get hold of the cancelation department.

What is going on at mtn? Does anyone have knowledge on their responsibilities? Why is no one able to complete tasks?

Ellesha