Contract cancellation still not canceled

<p>hello! Around July 2016 I called MTN requesting to cancel my phone contract with them, the service champion told me that he would send an email to the cancellation department on my behalf. In September I called again and they promised to cancel the contract, I also sent an email just to have proof that they have been deducting money from my account even though i cancelled the contract. I have been reversing some of the money but they would deduct. The bank says I should produce a cancellation letter (which I never received) for them to be able to reverse All of my money. I ported my number from mtn to vodacom late last year. I called mtn today and found out that my contract is still active. How is this even possible? I want my money back, all of it. Thank you! </p>