Disappointing Service from customer Retentions

Really disappointed with MTN. I have tried several times to get a quotation to cancel my contract. It takes about 30 minutes of holding time to get through to retentions and this was the case pre lockdown. Furthermore, after I did get through, the consultant's system was offline and it has been a few weeks and the consultant has not called me. It seems as if MTN is purposefully not calling/responding so that they can keep contracts going. This is not my first experience like this with MTN.