How do u get out off mweb *****ing your money if they put u on mute. when your canceling the account

OK 1 TO 4 TIMES A MONTH MY LINE IS DEAD NOT SLOW DEAD OFF WHEN I NEED IT MOST TODAY STILL OFF AGAIN AFTER 38MIN ON MY CELL AND CUSTOMER WAITING FOR QUOTE STILL CAN'T TELL ME WHAT THE PROBLEM IS AND WHEN I WANT TO CANCEL THEY PUT ME ON MUTE AND STILL HOLD ME MORE THAN 3MIN.SO HOW DO U CANCEL THE MWEB ACCOUNT IF THEY PUT U AN HOLD AND NO ANSWER TO WHAT IS WRONG AFTER 40MIN ON THE CELLPHONE .ALLSO THEY DO CHARGE ME FOR 10DOWN 10 UP LINE AND STILL ONLY DELIVER MET 10 DOWN 2 UP AFTER MANY CALLS,.