MTN DOES NOT WANT TO CANCEL MY CONTRACT AND WANTS TO PUT THE BLAME ON THE APP THAT IS NOT WORKING

On the 08th May 2024, I sent an email to MTN to cancel my Superflex plan as it was not giving me the option to cancel on the MTN app. On the 10th May 2024, I received an email from Nokuthula Mlaba requesting screenshots from the MTN when trying to cancel. On the 14th May, I sent a video of what happens when trying to cancel on the MTN app and I have never heard from MTN or her again. Regardless of what the problem or error message I get when trying to cancel, the message is still that I WANT TO CANCEL THE CORRECT and in my opinion, they should have done because that is what I am saying on the email.