MTN QUICK TO DEBIT YOU ACCOUNT, BUT SLOW TO CANCEL WHEN YOUR CONTRACT LAPSES

I have taken out a contract with MTN in 2020, which was to end in June 2022, MTN kept debiting my account, I was unable to get through on their call center, my calls kept getting cut "call ended". I called the mall where I purchased the MIFI and Data and was advised that I will not be able to recover the fees for June and August and that I WAS THE PERSON WHO SHOULD REQUEST CANCELLATION OF THE CONTRACT AND NOT MTN, I SHOULD "GO IN" PERSONALLY.

why is it that online purchases are taken seriously online, but cancellations becomes "A YOUR PROBLEM"?