*********** and unable to use initiative

After 4yrs of complaining about no signal, they send a technician in Oct/Nov last year. Lo and behold poor coverage is discovered and no budget for new infrastructure. However they are buying out contracts from other service providers... I am told I can cancel contract just hand in handset. I diligently ride the many km's to an outlet. No go they won't accept it as the cancellation dept says the call is too old. No fault of mine it takes this long. Eventually a courier is sent to pick up phone from me but has been handed in as repair and not cancellation. It's now my responsibility to have this amended. Don't need a rocket scientist to figure this out or do but *********** staff and not able to use their initiative are sending me from pillar to post. One day when this is done they still need to make the simcard prepaid and then port the number so I can move onto a service provider who actually does something. Can imagine this won't happen either. Let's see where you get your money from when I cancel the stop order. Absolutely useless when 1 department doesn't know what the other does and cannot see notes on the system created by another.