waiting for such a long time for an amount?

i recently sent a request for a settlement on my existing contract, i want to pay this contract up or terminate if possible because i am interested in a new mtn contract. 2 weeks ago i spoke to a lady from retention she advised me that she could not provide me with an amount and i would have to call the call centre. at that exact moment i was on my way to the mtn store and thought they would provide me with an amount, unfortunately they could not assist either. i called the call centre once again and they sent through an email to retention's requesting these amounts for me, i also sent an email through to retention's. a week later still no assistance, still no amounts. how difficult can it be to get an amount? i am giving you more business by paying up my existing contract and taking out a new one but you refuse to support/assist me?