I just want my contract to be cancelled

It's been a full month trying to cancel my contract. Yet I am being given the run around, I sent the retention department an email yet and I was told I was contacted and when I sent the second email with my alternative number, I am still waiting. I went into Store and I was told that only the call center can assist me. Then I called the center, only to be told that their system is down. I should try to call again, you know what's surprising me?

Why is it so easy to open a new contract and why is it so hard to close or cancel a contract. I am so upset, I really can't afford this contract anymore. I just need a peace of mind please