MTN not following their own cancellation proceedures.

I am trying to get a settlement value on my contracts to close them. If I calculate the amount that will be paid for the term of the contract, it is around R21 000, this is for 2 data sims and 1 device contract. I called MTN on the 1st occasion to get the settlement value and the consultant tells me that it is just over R27 000. (+-R 9000 is a settlement on a R200p.m. data sim) I did a calculation based on the MTN website "Applicable cancellation charges" and come to an estimate of R14 000. I called back and another consultant tells me the settlement is R 21 000. How does it the same calculation fluctuate by the same company in a matter of 2 days, without any instalments made? Why is MTN not following the cancellation policy on their website? which is: "When cancelling a contract, you may need to pay:

-The outstanding cost of a device (if applicable) -1-month’s subscription -Any remaining usage charges"

Furthermore, you can never get in touch with them on the cancellation line.