Useless Retention process

I have been trying for 3 weeks to get through to mtn detentions department without any luck. You go into the stores they tell you it's a self service and to call 135. When you call that number and follow the prompts you are left on hold for long periods of time, sometimes not getting through at all. When I do get through an agent says they will put me through to retention and the call just ends.

Why must me struggle to get a contract canceled, I am no longer working due to covid but I have to struggle like this for a cancelation?

MTN does not care about customers after you have already gotten your contract. They only care about taking your money. Ridiculous and pathetic customer service. I am very disappointed.