Poor Customer service

In an attempt to cancel my contract with this service provider is a nightmare. They send you all the confirmation emails but nothing happens. It seems as if they are already on December holidays. I hope the bosses at MetroFibre follow-up with these employees or else they will run the business down to the ground like with Cell C. Customer service is so important as this sustains a business for the long haul and some employees dont see this. One cannot get through to their customer service department because theres always 60+ callers before you and the waiting time is over and hour. Sounds like the Government department, useless at service delivery! I cannot join another service provider because they await the cancellation doc. Let's not even speak about pricing, extremely high compared to others lately. Seems like MetroFibre started off stronger and the wheels are slowly falling apart, I hope im wrong. Senior management must intervene or else you will lose customers thick and fast.