Inefficiency @ MTN for contract cancellations

I tried to cancel an old data contract via the MTN customer service e-mail address (***) on the 7th April 2021 - got informed that they will get back to me within 24 hours....still waiting. Phoned the 135 number for cancellations....was put on hold for 1 hour (yes, I took a screenshot of the time the phone was ringing endlessly). How is it possible that cellphone companies can get away with poor service like this?