MTN: Making our mistakes your problem

I've called MTN South Africa 13 times in the last 3 weeks to fix the error they you've made in upgrading my contract.

I've found there's no point in contacting retentions to cancel my contract as my call has been dropped twice ( and once to the complaints dept - that said the number does not exist - I found that quite funny )

Today I phoned MTN and I spoke to Thando ( who seemed to be very frustrated that she was working today ) who would not give me her surname, employee number or put me through to her manager, but very happily put me through to retentions, who dropped my call after i waited 15min.

At this stage I am just trying to cancel my contract but MTN South Africa cant even seem to get that right? Or is it planned that way?