Worst Customer Services Ever!!

I want to give notice of cancellation on my contract that will be expiring in February 2020, with the understanding that I will pay a penalty for early cancellation. I phoned the customer care service on several occasions, the schlep just to get through the voice guidance of pressing this and that, is too much. I held on for more than 1 hour to have my contract cancelled, needless to say, I was still unable to get hold of the retention department. Why is it that when it is time to upgrade, MTN is very quick to call the customer, but when a customer wants to cancel, we have to go through so many processes