Cancellation process NIGHTMARE!

Good Day Hellopeter

I have been a loyal MTN contract subscriber for years.... I have decided to leave them because of their pricing module. I called in October to give my 30 days notice (my contract was already due to be cancelled). When i called the consultant decided that she is going to terminate my contract immediately and move me to prepaid. because of this i received a bill with a cancellation fee. To date after numerous calls and emails - nobody at MTN is getting back to me. Why do they not have a proper cancellation procedure? This is really no acceptable. I have to now pay a cancellation fee because the consultant didnt follow procedure after mentioning to her on more than 3occassios that im giving my 30 day notice.