Bad customer service

I am very much disappointed and annoyed by MTN contract service, I called in and ask for an assistance in order for me to cancel the package that and insurance that I don’t want to continue with so I spoke with the lady and I did ask her to send the number via an sms and she promised to do so in order for me to call and cancel the insurance now again I have to call again to ask for the very same number. Again when they transfer you to cancellation department the number doesn’t go through and how am I suppose to get help if there’s not channel I would be heard for my request because I can’t sit with the contract I don’t want.