NO customer service

The worst service ever!!! I've been trying to cancell a contract with MTN from 27/12/2020. I took out this contract years ago for my son who was still a student. He wants to take out a contract in his own name, with the same cell number. He has been working and staying in Cape Town for about 6 years now. The contract ran out and is now on a month to month... I spoke to a consultants early December, who advised that I can cancell the contract, but if I want to keep the nr, I must phone after the 15th of Dec which I've done. The consult I spoke to then said no, we must do a contract transfer, where both of us are together. He was in Pta only for a few days so we went to a store on sunday, the only time we had to go together. The store said they can't help, they must work through the rete sions department, which doesn't operate on a Sunday. I've been phoning the call centre for the last 2 weeks, but all I hear is "we're escalating the issue". They don't call you back. I hold on average 55 minutes + for someone to answer. Today I phoned again. After an hour and 25 minutes, I droped the call. This is ridiculous and not acceptable!! I am so disgusted by the service!! The worst ever from a service provider!!!