Terminate my MTN Home-WIFI

I am not sure if anyone has had savvy experience with the MTN Terminations/Retentions guys or it's this SP's ploy to frustrate me, the client, to eventually give up on terminating my Home WI-FI. For the second day now, I have been given the run-around as I am told the system blah blah blah.... Yesterday, I called from 1415 through to 1658 only to be told that the retentions team has already knocked off. They have stores spread across all spaces and have only this time-consuming process when you need to cancel a contract..... not that their courier processes are any better. When I went to the store on the 1 September 2024, I was so certain that the process will be seamless as I was told that after being provided with a reference number, I need to take the router to a nearby MTN shop - misalignment right there! But I still find myself stuck where I was prior to the visit to the shop....