Follow up response on MTN's private replies suck

This is now the 3rd review. I sent one on 4 May, then another one on 29 June and up until today I have received absolutely no feedback. They reply privately to my review, and when I reply privately because I think it is good to resolve in private than publicly, they just ignore my reply, so I don't think I will reply again in private to them as the result in resolving my issue is absolutely ZERO. In short: I wanted to cancel my one cell number contract before we left the country in December 2017. They (being the staff in the MTN shop) advised me to rather not cancel as I would be paying penalties because I want to cancel before the expiry date. I can just send an email from Abu Dhabi. When I wanted to send the email however, I was told that it cannot be done via email. This is now after I have explained my situation. I then sent my sister to MTN with a copy of my ID, letter explaining the situation etc - but yet again - no go - I have to do it in person. In both occasions, Alice van der Merwer responded but when I responded privately that the email address she gave me does not work - (it bounces back with a message that the recipient's email provider rejected it. I have requested that they please contact me via my email address so that I can enter into correspondence, but even that is too much to ask. I cannot phone them because I cannot afford to phone and hold on for an hour or more being shuffled from one department to another.

So I have been paying since February for a service I don't use and cannot cancel, so it looks like I will pay until I can go home next year February until I can go and cancel in person. Their customer service really sucks and they do nothing to walk the extra mile and make exceptions in extraordinary circumstances.