I am not getting the qoutation I requested!!!

I went to MTN last week Wednesday to find out how it works if I want to cancel my contract as I have lost my cellphone. I went to a branch in Ilanga Mall, Nelspruit and was advised that I need to phone 808. The manager then sent an email on my behalf to MTN and told me it can take up to 72 hrs to get the email. I gave it time until yesterday, I then phoned 808, the person who answered my call was able to give me an amount that I will need to pay, I requested him to please email it to me. He promised it will be done same day. I am still waiting!! This morning I called 808 again, only to be told the last phone call they have on the system is some time in 2015 and there is no record of any phone call yesterday. I then asked the agent to please assist me with getting the email, and she advised that they cannot help me, I should phone the retentions department. Now!!! I phoned, the number stays engaged. I am really irritated, because no one cares enough to just assist me with what I need. It is really bad customer service!! Surely, if I was suppose to phone the retention department, they should have said so in the first place??<br>