MTN cancellation frustration

4/9/2020 I called MTN for cancellation of my contract and was told to pay R669.77 to cancel my contract. 4/9/2020 I made the payment to the amount of R669. 77 4/9/2020 I e-mailed the payment confirmation to *** and stated very clearly on e-mail that want to cancel my contract and I do not want to keep the number. *** 11/9/2020 I followed up on the matter via telephone as it had been 5 business days and there was still no response. I was refused to be put to retentions as previously and was told they no longer put calls there. So I followed the matter up via e-mail since it was the only way I can communicate and keep a clear trail of things on my part. Still on *** 14/9/2020 I send an email again following up on the matter. 16/9/2020 I send an email again to follow up on the matter 18/9/2020 I received an email to say that the matter is being handled by retentions department (that's doesn't take calls) 21/9/2020 I noticed that MTN my plan was changed to MTN bonanza which I assume is prepaid. I also received an email to confirm the cancelation. I relaxed with the assumption that the matter was settled. 20/10/2020 MTN took R527.59 from my account. 20/10/2020 I send an email again to *** expressing my frustration and requesting an explanation. 26/10/2020 after receiving no response I reversed the debit order. 20/11/2020 MTN again took R527.59 and it some time but I see there no Email, sms just to let Me know what is going on there and the breakdown of the fees. I really didn't want to take the matter here but it seems I there is the only way they will communicate with me. Also note that I do not have a an MTN phone so I have borrow an MTN phone to make a call.

What I request from MTN is an explanation: 1.why it took so long for them to receive the funds I paid for the cancellation? 2.why must I be the one to suffer the consequences of the lengthy process instead of them? 3. The charge breakdown of the R527.59 when the monthly charge of the contract was R299.00 4. I will also need written confirmation from them that the debit order I had with them regarding the contract is completely canceled. 5. I will also need them not to give a prepaid option as I originally requested. They must cancel the number.

Thank you