MTN retentions agents and their team leader are a ****

I’ve a contract with MTN till it’s term date and still kept it on a month to month however due to the fact that it’s discount has ended as contract ended the monthly instalment is drastically high therefore I called the retentions department to cancel the contract I was told I need to return my router to the store which that on its own didn’t make sense at all I then decided to call again and the next consultant by the name of Nosiphiwo advised I should rather cancel in November and stated her so called valid reasons which didn’t make any sense to me therefore I advised her I want to get it cancelled now she said I should hold them resumed call and advised she unfortunately can’t cancel there’s an error and that was really strange she even went as far as putting the team leader on the line forgot his name but starts with the letter R he advised the matter should be resolved by the next day and the contract will be cancelled and they will call me till to date no1 called and I guess the contract is still very much active like funny part is I even asked the consultant to rather give me a cheaper option she said she can’t and explained a whole lot of stories which sounded really funny as how do they even call the department a retentions team but can’t retain a client so all o wanted was to get the contract cancelled and I still do with immediate effect