Terrible service

I called the MTN retentions desk somewhere between the end of October and beginning November to cancel a second contract which just expired. I was told the contract will be canceled and even received an sms that my contract will be canceled by the 4th of November. I believe that someone was supposed to call me again however no one called. To my dismay, no one has called and I've been debited once again for another cycle. I called the contact centre twice trying to hold on for the retention line however no one has time or money to hold on for hours at an end. Apparently my query is still ooen, no idea why. I feel that I ve done done my part as a customer to cancel my contract but I'm being treated unfairly. Not happy at all.