MTN Retention Department Failure

I have a contract that I am trying to cancel " early cancellation ", a consultant from the retention department, emailed me the amount and I went into the MTN store to make payment. I made payment and emailed the person concerned with the invoice as he had said it's the fastest and easiest way to proceed. This was done on 9 July 2021.

My expectation was that the contract will be cancelled within 5 days of making the payment.

To date, the contract is still running, I am unable to get the consultant to respond to my emails. I keep calling the retention department and I am told a supervisor will contact me and to date, NOT A SINGLE person has contacted me. I don't even know how many hours I have had to put in to resolve this and No other consultant can assist as they say notes have already been made on the system. On average the waiting time is 45min before someone pick up your call

I insist on action taken against the consultant concerned, I am sure MTN will want me to pay the fee yet again, all because of the incompetence of their own employees.

I am disgusted with MTN and the calibre of staff and the lack and commitment that has been shown to me.

I just want this over now.