*********** agent with bad service

I called in on the 8th of march last week trying to upgrade my contract with a sim only deal however nothing has happend . When i call in to cancel, im being transferred from one department to another, they are all telling me they are not authorised to cancel the 'contract'. Ive spoken to customer care,mtn direct, retention, dsv and aftersales. What should i do? Because i can't get help instore as they need mtn direct to cancel the contract first so they can help me . This is nonsense, from bad network coverage to the worst service ive ever encountered. Please sort this out.

My ref no:***