MTN complaint: Cancelling of MTN Contract

Dear Sir/ Madam

Please can you assist, I have tried the following to convert my number to prepaid and cancel ,my monthly debit order:

1. Mtn what’s app, each time I have been disconnected speaking to an agent, they take the details and log off the chat – Have done this with 5 different agents
2. MTN store at Westwood Mall (Durban), they have advised I need to phone 135 to cancel my monthly debit order
3. Monday 20 January 2025, I called MTN 135 and was on the phone over 20 minutes and agent advised the cancellation is being done and I will get a sms the cancellation was done
4. Tuesday 21 January 2025, I did not receive an sms, I phoned 135 and was advised I have to wait for the monthly debit order on the 25th January to go off before it is cancelled and I need to phone retentions department on 27 January 2025.

Each agent I speak to, I get a different version of what needs to be done. All I need is for monthly debit order to be cancelled and my number to be converted to prepaid.