MTN -bad service!!!!

During September 2019 I cancelled a contract number with mtn. I cannot upgrade because of outstanding fees but according to the email of the 3rd January 2020 they will reverse the outstanding amount because I did the payment in time when I cancelled the contract. No response from MTN. When I called them i had to stay on the line for more than an hour and still no answer from the retentions department. See mail from mtn Subject: Re: Contact us Query Contract Enquiry [#***]

Good day Mr Thank you for your email Kindly note that the contract has been cancelled and credit will be passed for late cancellation. Kind Regards, Nobuhle Tshabalala MTN SA Reference Number: ***