Impossible to get clarity on a cancellation!

My gosh, never try to cancel a contract with MTN! They cant assist me in the store, have to call the call center. Call center also couldn't assist unless I pay a crazy cancellation fee. Agent told me she's not authorized to help me, when I asked to speak to an authorized person, that didn't exist either. Sent a detailed email to get clarity on my query and I'm still waiting 6 days later. Sheesh why must it be so difficult to speak to someone!