MTN lack of Service

I have been trying for 4 weeks now to get a response from mtn that is not an automated computer generated response. half the time not answering any of the questions I have asked. I have asked for a "quote" to either cancel my contract, downgrade my contract or basically be given my options to reduce costs as now being laid off due to Covid my contract is a bit expensive. and I would like to know my options to make a constructive decision. I have phoned one department to be told to try another to be told to go instore (which I did) who told me it has to be done telephonically. All in all I am seriously ****ed off with the lack of service and response. I have sent emails/tickets/ and asked for someone to call me to discuss my options and yet I am still waiting!!! They are very happy to take your money but when you try and manage your account so you dont land up in trouble they actually do not give a ****!!