MTN not responding to emails regarding my query

Below is the email that I had sent to MTN on the 13th of April

Buhle Shange <***> Mon, Apr 13, 9:59 AM to collections, retentions, customer care

Hi, I need urgent assistance with my account.

I have a top-up contract that I have not actively used for years, yet I have been consistently paying R588 every month. Despite this, I am being told that I have an outstanding balance.

This does not make sense, as I do not use the SIM card and should only be billed the agreed initial monthly fee of R588.

Please urgently provide:

A full breakdown of all chargers on my account.

My current outstanding balance and how it was calculated.

Any additional services or subscriptions billed to my account.

A detailed statement from the beginning of my current upgrade, because that is where the issues began.

Please advise on the next steps to proceed with cancellation.

I would appreciate your response ASAP, and I do not want any calls with offers; I am not interested.

Regards Buhle Shange

This is the reference number I received regarding my query: 8e982450-369d-409b-8415-a71c448ad93e.

I was advised that I would receive feedback within 3–5 business days, but I have not yet been contacted. I would appreciate an update on the status of my request as soon as possible.