Call placed on mute

MTN call center thinks we have to sit in for their calls for nothing. Im not sure whether they are doing it intentionally or what since I chose the cancel option. I called to cancel my number from contract to pre-paid. Which it is not on any active contract just due for an upgrade which I do not want to upgrade I want pre paid. They put me on mute for the longest time so that I can drop the call why I do not know.

Take my number to pre-paid. ***