MTN consultants force us to complain

I have requested MTN to send me a letter confirming how much I would need to pay to cancel my contract. Each time I call the consultant advises me that it takes 24 to 48 hours and that they will email me. <br> It has now been three working days no feedback has been given.<br> I have expressed how urgent this is but no feedback.<br> <br> I need an email urgently not a call. I cannot speak to them during the day. <br> <br> I don't understand why they don't understand the urgency when we keep calling and nobody calls back or follows up