Mwrb Subscription cancellation

I have tried to cancel my fibre subscription with Mweb since 7 September 2023, because I moved to a different place. I googled contact details and found some email and sent my cancellation request. I can't do the cancellation online, because I never receive the pin they supposedly always send me to my phone. This is also an issue that has been ongoing from beginning. I know they will add charges every month even if I do not use the service, but I can't call them because it takes about 30 minutes to get through to a consultant. Please help.