Cellphone provider

Have been trying to cancel my cellphone contract which expired on 26 Oct since Aug 2022.! Gave almost 2month's notice! I spoke to the Retentions Dept (Mandisa) more than a month ago and was assured the contract is flagged for cancellation & line converted to pre-paid. I also visited 2 branches during Aug & again Sept . I also sent 7 e-mails to Retentions in this regard. Not ONE response except from Princess Khumalo apologising for the delay about 10 days ago & I rep****. Last week this line was SUSPENDED. My daughter using this line went to MTN in Rustenburg and was informed that there is NOTHING on the system requesting cancellation!! And that we now owe R2095 which must be settled BEFORE the contract can be cancelled! HOW is this possible??? I have proof of every single e-mail to MTN Retentions plus the contract has already expired almost a month ago & now MTN holds me accountable for 2 months subscription. I think MTN's service is ZERO!!