Contract Cancellation Ref 1- ***

Ive been in contact with MTN Retentions to cancel my contract, I was advised that i cant send the request on email and I need to do this telephonically throught the contact centre. The agents disconnect the call everytime they need to confirm the cancellation fee. I get transferres from pillar to post. All i have is the Ref 1- ***. The service is pathetic, im being forced to continue with a contract that I dont want.