Pathetic service

What a pathetic service I received from MTN today. They are refusing to provide me with a recording regarding previous conversation with their agent stating that I upgrade or cancel the contract any time I want . They are not transparent and I will never do business with them. If the calls are recorded for quality and security of the customers so why they are fussy. As a customer I believe I was not treated fairly, Is it how you retain your customers? Just because I want to cancel the contract I am now been send from pillar to post?