So frustratingly slow to get a response from MTN

I sent an email to *** requesting a quote for the early cancellation of my Data Contract now that I've signed up for Fibre. They also gave me the Reference Number: 6e1c28a6-ef35-4f04-8476-4d2236f9e56b. I followed up after the 6th day and cc'ed *** but still didn't get any response. They finally rep**** on the 10th day asking me some security questions in order to verify my account, which I did immediately. Today is the 15th day and I'm still waiting. Worse when I try the 083 135 it only gives me an option to port my number. Can't find any alternative number to use even after googling.