Why must cancelling a contract be such a mission!!

Since when is cancelling a contract such a mission!! The online service does not work and the queues at the stores are ridiculously long! Last week I stuck it out and stood in the queue, only to be told the store is closed when I finally reached the door. Meanwhile I don't even benefit from the network service because there is no coverage as previously claimed - and I am paying EVERY SINGLE MONTH!!