Horrific Service

On the 20/12/2020 I went to Tygervalley mall Foschini store to cancel my one-to-one contract and have my sim moved to prepaid and unlocked to MTN as I have taken a new contract and want to migrate my number,I was informed the process should take 31 days the 31st day being the 21/01/2021. Today the 29/01/2021 I went to MTN to find out if my number has been released for me to use on my new handset and I was informed that has not happened and I went back to Foschini and I was told their call centre is closed and they are closed for the weekend,as we speak I don't have anyway form of communication. The service I have received is appalling to say the least as I am now paying for 2 contracts