Poor service

Earlier in December I tried terminate my contract with MTN as the 24 months was up. I was told the official date was the 27th and I must call then. I called in on the 27th only to be told I must go to an MTN store to sign a termination/cancellation form which I did on the 28th. To my surprise, nothing was done and the debit order went off on the 1st of Jan. I then called in and spoke to Vusi Bucibo who confirmed there was nothing on record to show my requests to terminate the contract. So I have been talking to ghosts at mtn. Vusi had me hanging on the phone for an eternity as I requested to speak to a team leader whom he had promised would call me back. I have yet to hear from him or her. Entering into a contract was so easy but why should termination be worse than pulling teeth? I have two contracts with MTN and if they want to retain my second contract, they need to jack up their putrid service. Could this be the reason they are fined billions in Nigeria?