Poor service

I asked MTN to supply me with a cancellation amount. They emailed me 9 days later. Saying that they value my business,and do not want me to cancel. I emailed back,and until now have received no feedback. I have also phoned 808 and ***,with the reference number given to me in the email,and no one can give me an answer. I then tried 16 times to contact. I either get cut off or transferred to 100 different people. Retentions department sends automatic feedback emails,but no response. They will definitely lose my business if this is not resolved.