Disconnect when choosing cacel

Good day, I am trying to contact the call centre to migrate to pre paid from contract however you follow the long list of stupid instructions to the point where you are advised to choose upgrade or cancel contract conveniently every time you choose cancel the call is disconnected , kindly advise does a network who pride themselves as the best have problems showing their pride is misplaced or is the service just ****ty because no way can the same thing happen everytime.