Absolutely pathetic service

My cell phone contract expires soon. One have to give a month notice to cancel your contract. Went to the mtn shop in the mall... they no longer do cancellations in store. I phoned the cancellations / retentions call centre... they cannot take your call. The store cannot send a email or flag my account that I gave notice. In the message stating that the retentions department cannot take your call and have to send an email, which I did. Got a email back saying my contract is not cancelled, I have to speak to someone, they will phone me in 48 hours. Still waiting... Almost seems like the trying to keep you locked in, making impossible to cancel your contract.