No response from MTN

I contacted MTN Customer care for the amount of my contract. I needed this because I want to cancel my contract with them. I contacted them on the following dates for the required information: 3 April, 8 April, 13 April, 15 April, 18 April, 19 April, 20 April and 21 April. I asked for a reference nr each time I contacted them. I even sent then a number of emails regarding the information I require. They (MTN) sent me a email back this morning and said I am not eligible for a upgrade. - That is not what I asked. (Looks like they also cannot read).