Unable to reach Matrix cancelations

I've been trying to get through to the cancelations department to remove one of my VAS, whenever they transfer me to them the line goes off. They've given me the direct line but I've never got throught to ANYONE. I've been trying to get through for almost a month now to no avail. The question now is how reliable are their services really if something as simple as trying to cancel a part of a service is almost impossible?