Over promise no delivery

My contract was due for upgrade however my mobile device was still in good condition hence I wanted to go to prepaid. I was out through to MtN retention who then promised me that they would give me this amazing monthly deal that I could cancel AT ANY TIME by just paying a cancelation fee. I constantly Asked over the phone during that call if that was true and the lady kept saying "don't worry these calls are recorded" Last week Wednesday my devices camera broke. I use my phone on a daily basis for work purposes. Currently I am In the middle of a big project. I went in to a store, paid my cancellation fee followed up with retentions who advised I should wait 24 hours and the contract will be cancelled. Friday morning, 24 hours later, still not cancelled. Phoned again they said the cancelation of the contract has been auctioned but it stuck on the network they will escalate it, once it has been resolved I will get an SMS. Friday afternoon I received the SMS which said phone in 48 hours if problem has not been resolved. It is now Monday morning and problem has not been resolved, I phoned in and Retentions is on holiday because it is a public holiday. I have a huge project I need to complete without a device that can take photos. The normal departments can't help me because the matter lies with retentions. Why the hell did your retentions department force me into a contract that they are struggling to cancel and now can go on public holidays leaving me without a means to my income? I could have gone into prepaid and none of this would have been an issue.

If retentions ever offers to anything don't take it because they can't offer you same service or level of access as the normal departments they just make wild Promises at all costs to keep you with MTN. Mtn sub contracts out these people In retentions to keep you with them but they make unrealistic promises that they can't deliver on, even the service Agent in store said to me "you are going to struggle with retentions". It is unacceptable