Retentions Department not canceling my contract

Mtn really knows how to make customers irate, i called into their cancelations department to cancel my contract as it is coming to an end in February 2022 and they informed me that my contract would bill would increase even thou I am on a Sim contract not sure why this is so,for the past week no one has been answering the line, i eventually sent an email to put my notice for the contract to be canceled, i was referred to their Retentions department which I also sent an email to. It's now a week later no response from Retentions. I have once again tried to contact them over the phone, spoke to Snethemba who I informed that I sent an email to put in my notice last week, she asked me to hold....... Then put my call back in the queue clearly she is avoiding having to cancel my contract or even follow up on the email I sent. I am writing this review while holding on the line for 20 minutes waiting for Snethemba to get back to me, not sure how she will do that as she put me back on the line. Talk about call avoidance. MTN continues to be *********** even in 2022,not sure how the quality team deals with such behavior from consultants as this is unacceptable.