Settlement request nightmare

A settlement request to terminate my cellphone contract was sent on 05/11/2015 was told by retentions that my query would be resolved in 2 days. I called after two days and an agent told me my request wasn't sent through it would take another 3 days. I called again after 3 days and was told to wait another 7 days apperantly there is no direct line to the retention department they only communicate via email. I called today after 8 days the first agent put me on hold then hung up.i called again and was told I should get feedback before end of business and nothing still waiting! Kindly assist