Refuse to cancel contract, even though we have informed them 3 months in advance

I sent an email to MTN requesting cancellation of my contracts on 04/09/2017 I got a response along with a reference number, I have not received any feedback on this request to date. When calling to follow up they acknowledge the request was received but we keep getting transferred from one department to the next. The contracts were due to expire in November 2017, my contracts were never cancelled and I’m still being billed and money debited from my account for the past three months. I have proof of emails and reference numbers and every time they just tell me that the query is with cancellation department or they cannot pick it up with the reference number, seriously?? Why do they give reference numbers and nothing is done about the query. I demand that the monies be paid back immediately!!!! It was not a problem for MTN to take my money so why must I go through so much trouble to get my money back?????? If I do not receive a solution within the next 24 hours, we will be taking further legal action regarding this matter as this is totally ludicrous!

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