Query is taking longer than a month

This is the third report that I have posted regarding the same query. Purely because no one at MTN is giving me feedback. I have emailed Veronica Smith (CIP Administrator) back and forth for over a week now. My money has not been refunded. I asked Veronica to forward my complaints to the relevant department, but then I receive a link to a survey which took 10 minutes to load. I tried 3 or 4 times to complete the survey. Veronica did not tell me how long it was going to take, only that it might take a while because I was not able to change the reference on a Proof of Payment that I havve sent now for the forth time. I have asked her to cancel my contract and asked her to give me feedback twice from last week Friday and she has not responded. I keep on addressing the fact that no one picks up the phone and phones me to resolve this. I have to keep following this up by myself. How can MTN treat their customers this way? How is this acceptable? How does MTN allow me to keep on following this up on my own after 2 Hello peter reports on the same query????? This is completely unacceptable.