Dropping of the phone when awaiting to be transferred to Contract Cancellations Department

BAD SERVICE!! I want to cancel my contract with them because I lost my sim card and I was due for an upgrade in July 2019 so I upgraded and the lady that phoned me promised that I will get my sim within a week free of charge and to my surprise she just renewed the contract and didn't arrange for a new sim to be sent to me. When I called Cell C concerned about not receiving a sim card they informed that they charge R250 if the sim card has been lost for more than 3 months, so I decided to cancel the contract because I didn't use it for more than a year anyway. When I phone Cell C for cancelling the contract they say they are transferring the call to cancellations and drops the phone. This happened 5 times already and it is difficult to get hold of them via landline, you have to call the business contract number to be transferred to Personal Contract Dept and then to cancellations!!