MTN Retentions Nightmare

On the 23rd os September 2021 I sent an email to the MTN customer care department notifying them that I would not be renewing my sim card contract and would rather like to continue as a Pay As You Go customer. They quickly responded, very professionally I might add, and explained that I would need to give the Retentions team 30 days notice in order for this to be done. I was provided with a email address that I could forward my notice to as well as an option to call them via the MTN call centre. I immediately sent an email to the retentions team. After a few days with no response I called MTN and chose the voice prompt to be transferred to the Retentions Team. The number rang without being picked up. Dropped the call after holding on for over 20 minutes. I have followed up on my request via email and calls but am yet to speak to someone from this department. None of my calls are picked up, no response to email either.This morning I spoke to Zandile at customer “care” who told me that in future I should not send cancellation requests via email but should call and ask to be transferred! I furiously rep**** that I have been calling but to no avail! Imagine a company as big as MTN providing you with an email option then being told you can only use one form of communication! The disrespect we must deal with as MTN clients is unacceptable! I now see that a query has been opened ***, don’t even know what that means! The last thing I want is to be billed for a service that I do not want anymore. MTN is making it really difficult for its clients to part ways with them amicably. How an entire department that is so crucial in this process can just be so unreachable is beyond me!