Canceling an MTN contract is difficult

The MTN retention section needs a lot of work. Canceling a contract with MTN is an extreme sport. You are put on hold for more than 25 minutes with hopes and anticipation that your call will be answered. Why are we only allowed to call in order to cancel contracts? If I can sign a contract at their branches then I should be allowed to cancel the contract in the same way. I have been calling from 9:00 till 10:00 and I have still not been assisted. Am I now meant to call for every hour till I get help? This is ridiculous.