Cancellation of contract and changing to prepaid

On 5 January 2016 I called 808 to cancel my contract as it was expiring and have my number changed to prepaid. I was told everything is in order and I will get called within 48 hours to finalize the process. I have since been calling 808 to find out what is happening and no one can help me. The consultant gave me the number for their retention department and told me I should call them. Only to find out that I can't call in on that number, I apparently have to send an email. I them send an email to their customer service department on 18 January 2016....and again I have still not received any feedback. Today is 21 January and the date that they normally load my phone with the contract money and data and it has been loaded. Does this now mean that my contract is still continuing and that I still need to pay for a contract I don't want. I HAVE BEEN RECEIVING bad service from MTN for a while now and I don't know how much longer I can take it. Like my calls being due to insufficient funds, while I still have over R100 worth of airtime. MTN your customer services is really bad and I'm really considering changing to another provider!!! I want my contract cancelled!!!