Shocking service

I have been trying to cancel my contract.I have called *** as you suggest on your web page and your stores in Port Elizabeth. After failed attempts and holding on the line listening to your pre recorded voice messages for more than 10 minutes each time,I then decided that I would email [Email Removed] as suggested by you on your voice prompts.I recieved no feedback from this email address supp**** and my account was still debited at month end. I then went to a MTN store again to ask for assistance and I was told that they cannot assist as the cancellations must be done telephonically. I tried this number again and still never got through.I sent another email and got this from you, As from Monday, 21 July 2014 the following steps are to be app**** when customers indicate an intention to cancel or move to Prepaid:<br> Probe to understand the reason and offer customer options in relation to his reason, this may include but not limited to:Addressing Service Related issues,Offering alternative package options,Save Matrix options,If after doing the necessary fact finding the customer still insists on cancelling then you may assist them with a call to the Retentions Centre.***