MTN Upgrade Disaster

I was notified via sms in June, that I could upgrade, although the date is actually august 2023. I called mtn to perform the upgrade. This was completed and I received the new talk time etc with the monthly cost of ± R250. Nowhere did they inform or mention to me that I had to pay the outstanding "Remaining device charge" of R1226.09. I also requested them to remove a data ****le. This was not done. I went to the MTN store and they requested I contact MTN again. This person could not assist and when I ask to cancel the contract I received the following email: Number : 2783******x Cancellation fee : R229.19 Outstanding balance : R2248.16 Monthly payment : R190 VAT 15% : R 400,10 Total : R 3 067,45

The above fee is valid for 7 days.

Kindly contact the Retentions Department on the number 135 within 24-48 hours of making a payment or email as payment needs to reflect before we can proceed with the cancellation.

What kind of service is this?