Mtn horrible customer service

Been trying to cancel my contract with mtn for the past 3 days, I'm being transferred to their retention department and I don't get through all three times I held for more than an hour... Went in store at middelburg mpumalanga downtown mtn branch to get assistance the consultant blatantly told me she can't assist I should call mtn myself.... I feel so stuck and helpless. What kind of customer service is this???