Cannot get through to the retentions department and no one can assist

Went to an MTN store and requested what the fees and penalties will be to migrate a lower package. I was told to contact 808. I contacted 808 and they referred me to the sales department. The sales department transferred me to the retentions department and i was holding on the line for over 20 minutes and there was no answer!!! When MTN wants sales and upgrades they will help without hesitation and when I want to migrate to a different package and request the penalties and fees before making a decision, then no one will assist.

Please assist or I might have to consider cancelling the line, instead of migrating the package down.