MTN ********** account upgrade

MTN is by far the worst mobile service provider when it comes to resolving queries. A contract upgrade was **********ly concluded in my name in December 2020. I have been following up with MTN since beginning of January to get them to cancel the contract and stop debiting my account with amount for the upgrade with no success. At the time of the upgrade I was not even in SA and I haven't been since January of 2020. MTN sent the contract that was signed and I was shocked by the level of incompetence, a cellphone number was used as an email address, this makes me wonder if this was an inside job by an MTN employee?

What I fail to understand is why the the debit order has not been cancelled since the account is in dispute. Please help close this issue?