Impossible to Reach Retentions Department

HI MTN. Been on the line for more than an hour now to get through to your retentions department. Just not getting through. I sent an email to the customer care email address and the automated response is that I MUST call the retentions department. BUT I am not getting through to the retentions department. Please can someone contact me so I can cancel the service which jumped from R470 to more than R1600 without any notification. Or alternatively can my written email cancellation from the email address registered on your system to your valid email address as per your website be accepted as with any normal business.