Unprofessional behavior : Alice Maholeho - Retentions

So, i decided to terminate my contract early and pay the amount i was advised to by retentions if i want to terminate the contract. This was done on Monday and the amount is reflecting at the branch and all. I called retentions again to confirm the closure and Alice Maholeho confirmed that my number will be moved to prepaid as i would like to keep the number. All we this far. So i decided to ask for a simple confirmation in writing to confirm that the account is settled and i don't have the cellphone contract with them any longer, this was the worst decision as i was served with a hot dish of bad attitude from an agent that lacks emotional intelligence and professionalism. She slammed the phone on my ear after making a simple request to speak to a supervisor who can confirm when and if i can get a confirmation in writing of he termination of the contract. My point is simple here, i work with debt collection and i know that we have queries of accounts being "closed" or "terminated" with MTN only to find that they are still owing 3 months down the line and that is not what i want to be done to me. Why is it so much paper work to get a contract with MTN but one cant a simple email or letter confirming settlement and termination of the contract taken. I would like feedback on this as an Sms confirming that i am on Per second billing is not sufficient. Agent name is mention but for emphasis, her name is Alice Maholeho and the ref number is : ********** 66.