Lack of feedback

I went into the Fourways branch last week on instruction of the call center to get a cancellation quote for my Telkom contract. I completed the relevant document and was told I will be contacted with the cancellation amount. Today, I follow up with the call center and am told the case is still open. How long does it take to work out a cancellation quote!. The agent at the call center was unable to provide me with the number for the retention office and the manager unavailable???!!!