MTN as always poor service experience

I visited your MTN store at "Strand Square Shopping Centre" Friday 29 September, enquiring on the process to cancel my contract. The staff was friendly and tried to assist but was not able to log my cancellation request via your MTN systems. They called your retentions department, after a security check was done, I was transferred to cancellations department and that's where it stop. I was kept on hold for more than 30min with no response, only music playing in my ears. I expect a call from your offices to assist me in converting one of my current contracts to a prepaid line. Please don't have me experience another bad service from you.