Poor Customer Service

On 22 September I rep**** to an email containing an upgrade package to Lauren Petersen (MTN Parow Center), I mentioned that I am not interested in upgrading my contract I would like for my account to be switched back to prepaid upon expiration of my contract (31 October 2025) Lauren never rep**** to my email and I never got a chance to follow up until last week, I went to the store explained to the ladies at the front desk that I've sent an email to Lauren and I never received any response, they advised me to dial the 135 number to cancel my contract. Today Monday 27 October 2025 when I called the number I was told that the cancelation takes up to 20 days and I will still be liable to pay for October and November, I don't agree with this, if Lauren rep**** to my email to explain the cancelation process, I was going to do it immediately on 22 September, but she never responded and I refuse to take accountability for this, according to MTN there's nothing they can do about the poor communication from their side I will just be kept liable to pay, what kind of service do they actually render to the public, this is daylight ******* to keep a client that went through lengths attempting to communicate, no way!