MTN retentions is a ****

I sent an email to retentions on the 21May 2024 to cancel my contract. I received a response from Noloyiso Blayi with the request for my cellphone number which I sent back on the same day. No update followed until I resent the email on the 12th June 2024 and I was told to call 083135 which I did. Keya Pillay on the other side told me that I need to pay another subscription because it's not her fault that they did not cancel my contract on time after I sent the request. She continue to say that I should just pay it's not a lot of money and also told me that her manager told her that she must terminate my call because they have high call volumes when I asked to speak to the manager.