Mtn contract cancelation nightmare

I called today to cancel an mtn contract which ended in 2020 but I could not be assisted. 1. I made the first call and authenticated twice whilst waiting for contract cancelation confirmation and the lady disappeared after holding the line for (15 minutes 43 seconds). 2. I immediately called again and waited for confirmation of cancellation till I ran out of airtime (25 minutes, 23 seconds). Why would it take more than 10 minutes to confirm contract cancellation as if the consultant is looking for physical documents yet to take a new contract it takes less than 10 minutes? This needs to be reported to ICASA.

Cancel this contract ***) but keep the number on the mtn network.

You can call me *** as the contract holder.

Thanks.

Regards