Terrible service

I have put in a request for cancellation two weeks ago and requested a settlement balance as I urgently need to settle this account. They are refusing to give me a settlement amount. i keep calling them and going to their stores and I get nowhere. They are quick to demand payments or upgrade you, but when you need to cancel or sort out a query their turnaround time is disgusting. I need my account cancelled now as I need to clear the amount, but as I said they refuse to give me a settlement balance. I keep hearing nonsense excuses from their call centre agents. How do I get this sorted? It is urgent. I want to settle my account, I need the settlement balance. I need mtn to get back to me and I need my account cancelled. I also don't want to end up negatively on ITC because of their slow and unprofessional responses to my query. What do I do now? from Karl-Michael