Absolutely no service from MTN

During August 2019 I wanted to upgrade my contract. Within an hour after the decision, I decided not to, but rather migrate to prepaid. I phoned MTN and they confirmed the cancellation. All of a sudden the contract was activated middle October 2019. Once again I have contacted MTN and has been trying to get the matter resolved since then - with absolutely NO co-operation from MTN's side. Last month a wonderful operator named Khefilwe assisted me, and the phone was migrated to prepaid, with a promise that the monies paid will be reimbursed. Sadly, Khefilwe disappeared into thin air, and so did the little bit of service that MTN delivered. Their constant feedback is "We are awaiting feedback from Migrations" - No mention about the refund.