MTN cancellation pending for 4 months - no resolution or response

I have been in and out of MTN stores and on the phone for hours at a time between September and early October trying to cancel a contract on my bereaved brother's name and I was pushed from store to phone and on phone to store.

I posted on the Facebook page and they advised me to email them on their "escalated" queries email. Mind you I had already sent an email to the retentions support.

It is now February and still have not heard back. The number is now blocked from incoming calls as well due to non-payment because they could not assist with a request to cancel even though it was requested in advance. Every day I attempt to call but spend over an hour waiting for their service reps to answer. Due to the fact I also have to work I cannot continue waiting, hence email would have been the best option. MTN has the most horrific customer experience. Still waiting for a resolution