Canceling a contract with MTN

Trying to cancel your MTN contract is hell. The call center agents dropped the call on me twice when I did not want to upgrade my contract. The lady call center agent said to me they are not canceling contracts until the 5th of December 2022, how is this possible? once I said I was calling to confirm if my contract has been canceled (having a reference number) then the agent assisted me. Why are call center agents so rude? do you really need to lie for earn commission? there's a reason there is a cancel contract department however they do not want you to cancel it, they just want you to upgrade it so they can earn a commission. Call center agents are rude and unprofessional.