WORST SERVICE EVER. I can't cancel a fiber connection for an 87 year old parent

Need to cancel a fiber connection for an elderly parent. I can get a one time PIN because my cellphone is registered. I can't use the app because |I don't have log in details. The subscriber is 87 years old & can't hear. I phoned MWeb on Monday 3 March 2025. There was a recorded message that " due to unforeseen reasons" my call could not be taken. I emailed the MWeb compliant department:'***' There was no reply. I phoned MWeb again today , & March 2025. same message- unforeseen circumstances