Poor service

On 11/01/2022 @ 02:28:51 ref number (***)my brother and I called the customer center to cancel and migrate my contract number to prepaid, the reason for this was affordability. For two years now I’ve been calling going in store and the number is still not canceled. I’ve tried everything possible under the sun with no luck I don’t know what to do now as we had stated that we cannot afford a contract phone and would like for it to be migrated to prepaid. Making payment arrangements and paying is costing us as a lot.