Poor customer service from MTN

I have just been informed that my contract has been increased by 300% (without my consent) and when I called customer service I held for 45mins for retentions with no answer. I called back and asked for an email address or another means to inform MTN that I will be cancelling my contract and Nokubonga Mlaba says I have no alternative but to wait indefinitely for retentions. She says that is the only way and she cannot help me further. I have to wait until someone answers. I asked her if she could have someone call me back and she blatantly says no, there is no other way. She says she is working from home and cannot contact her head office or anyone senior to assist me. I am with MTN for years and never experience customer service so poor. What is the point of your consultants if they are unhelpful? To not even provide an alternative? Is there really no email address to contact ?? Can someone please contact me!! Or provide a means of communication???