Expired Contract-Refusal to Cancel

On 01/10/2015 at 09:02 I called the MTN call centre and spoke to a Cindi whom i informed that I would not be renewing my cell phone contract when it expires at the end of November 2015. Cindi informed me that i was too early but that she was updating her system with this notice, gave me a Ref number, *** and told me to only call again on 27/11/ 2015 to confirm and request that my cell number is migrated to pre paid. On 27/11/ 2015 I called and was given ***, he did not explain the ref given just that the Retention department would be intouch with me. On 09/12/2015 I called MTN again to find out why my contract has still not been cancelled and Smantele Sibiya explained that the ref. I had indicated that my account was in arrears hence the reason for the contract not being cancelled. I requested a latest statement but up to day 14/12/2015 I am still waiting as MTN seen to not have a new statement for me. In these past couple of days I have 4 emails from the Retention department to urge me not to cancel my contract and to state my reason for cancelling which I responded to every time but still nothing is being done. Will this nightmare ever end?