Disappointing Service from MTN

On 16th July I called customer services to cancel my contact. I spoke to a lady at retentions and she convinced me to stay on and offered me a good contract for low premiums with better values which included airtime and data. A credit check was done on the same day and the proposed contract was declined (SMS received). The problem is that they continued with my old contract and no one had the decency of calling me to check whether it was okay bearing in mind that I called in the first place to cancel. I sent an email to their complaints department on 21/7/2021 instructing them to cancel and all I received was an automated response with a reference number Enquiry Reference Number ***. My airtime was recharged again on the 17/8/2021. What's going on MTN? What happened to "*We typically respond within 24 business hours (Our teams are online from Monday to Friday, 8am until 5pm, Saturday 8am until 2pm) *

Rest assured: We are committed to resolving your complaint and our processes are aligned to requirements stipulated by the Independent Communications Authority of South Africa (ICASA)??????