MTN Customer Service / Retentions Department - Unprofesional

I moved from Tzaneen to Pretoria and my MTN data MyChoice 50GB contract was not sufficient and I requested to upgrade to the Home Internet Pro option. The current contract unfortunately only expires in 2026. I contacted MTN on 6 January 2025 to cancel and pay the outstanding balance so that I can apply for the new contract. I have up to this date sent fourteen emails to the Customer Service and Retentions Department, twice contacting their MTN Chat line and visiting their offices four times - they do respond to the email, but obviously not reading the request. Up until today 7 February 2025 they still cannot tell me where I must pay the outstanding R2695.13.