Vodacom makes it very difficult to cancel a fibre subscription

I phoned Vodacom on the 5th of Jan to cancel my fibre subscription. They told me that I would need to pay a penalty fee for cancelling my contract early and that they wouldn't be able to tell me how much the cancellation fee will be, they would need to ask the billing department to contact me with that information and it takes up to 2 working days to do that.

I called them again this morning and they said they would get the billing department to contact me by 2pm today. It's now 4:30pm and I still haven't heard from them. So it has now been 3+ working days that I'm waiting just to receive information of how much the penalty fee will be.

I don't understand why if they're the department you need to phone to cancel your subscription, they're not able to provide information to you relating to cancelling your subscription. They also answered the phone as the "retention department", so seems like their main focus is to retain you as a client rather than assisting you with cancellation.