Mtn Retentions Worst service ever

When phoning retentions they never pick up!!! Waited 30min and hung up I mailed them on the 3rd of October asking them to cancel my contract retentions only mailed me back on the 16th of October saying that it will be cancelled on the 5th of November ref number ********** 0 waking up this morning they still charged me my normal fees for two contracts. This is really the worst service I ever recieved because when I phone them they still say its a contract and still going on. I will be sure to cancel my other contract also!!!!