********* and dishonest practices

I unfortunately still have an active MTN contract, I have had it for many years but have been trying to cancel this contract for almost two years now without any success. I initially requested a early cancelation quotation on 12 January 2014 per e mail, I received a reply but after questioning some of the fees - they just never reacted again. The contract eventually expired on 17 October 2015. On 30 September 2016 I sent an e mail to the customer care e mail address requesting cancelation of the contract effective 20 October 2016. Just as I had been instructed to do. I received an e mail that the e mail had been received. The contract is still not cancelled and MTN is still deducting money from my account on a monthly basis. When I phoned them now they say that I should have phoned them to ensure that they did cancel the contract as per my instruction. How ********* and dishonest is this!! After almost an hour my contract is still not cancelled!