Very poor service from MTN

I have taken a Tablet contract with MTN beginning 2013. The contract is (was) due for an upgrade. I phoned MTN to cancel the contract and they keep on telling me that I upgraded the contract witch i did not. I phoned the several times but the service i got from them was very poor, finally a woman (Liezl McDonald) with some common sense helped me with a very friendly attitude. She advise me to go to the police station and do an affidavit and get a certified copy of my ID and she will send it to the ***** department. She responded to my emails a couple of days later and advised me that it has been send to the Retention's department as they upgraded the contract. sins them I received the worst service ever. I have send several emails asking for a response on the status of the problem and just no response from them. This is a simple problem why must it take almost 3 weeks to resolve a problem like this. The problem is still not sorted.