Most ****ty customer service experience

I have been trying to cancel a full term contract for almost 3 weeks i send an email on the 10-08-2022 to cancel the contract as i was advised to call before the 11th August when i phoned officially getting hold of someone after each session waiting longer than 20 minutes the lady tells me again i can cancel to call back after the 20th because i phoned in late and i was rather suppose to phone instead of sending an email, come on email is a means of communication why have an email address when you do not see to the box up until to-date 31-08-2022 i still have not received any feedback on email , Here we are today again patiently waiting on the line today the lady i speak to cancels the package as she advises but to my suprise i get an email confirming upgrade for a sim which she advised is prepaid and already i will be contacted for delivery and i am send a signed contract *** i said i do not want the sim as i have not had it for the 24months term as the store always had issues with helping with a sim swap , I again phone back twice speaking to different ladies and the line just goes silent while i speak and they drop the call. This is by far the damn worse experience i have experienced myself working with people daily you guys suck with customer service .I do not want any sim card any contract ,cancel everything