waitig for cancellation query for 9 DAYS

I was at mtn bayside mall on the 13th, spoke to Jaqueline. It was for a cancellation request and we told her that it was very urgent. She said it will take five days for retention dep to respond, which is already ridiculous to wait so long for an amount to settle your account. on the fifth day we went back to the store, the manager said she can't help us there is nothing she can do. I also sent the consultant an email to ask her if she can't do anything to help us faster like escalating to someone else, she did not even reply to my mail or anything. still have not received any response from anyone, I am really disappointed because I have never received such bad service from mtn( I don't know if the consultant even followed up on her query like she's supposed to. Today is the 9th day and i'm still waiting.