Poor customer service

I called MTN customer care to cancel my contract then they transferred me to cancellation department but their service is poor because I hold for hours so no one is answering.

I went to MTN store at Menlyn on the 27th were I assisted by the guy named Zunard but his service was poor as well because he told me to call but I told him that no one answered when I called. He told me that my contract is cancelled but I didn't cancel my contract. He was just trying to get rid of me. He said if I want paid up letter I must call so I am here asking myself that the reason for me to go to store is to get service which I did not get telephonically. It looks like poor service is MTN culture. Is there a way that I can get my paid up letter?