Does not want to cancel my contract

Mtn does not want to cancel my contract after it already was paid and it ended. I phone them to ask if they can cancel my contract in October. The lady was so rude to me and even had the audacity to ask how will I afford a pay as you go number if I can't pay for a contract. Then another lady said my contact wil be canceled on the 18th of November 2022. When I phone this morning to verify if its done. The customer care service said no cancelation was done. What is up with Mtn not giving customer what they ask for.