Really disappointed

I called in and requested that my existing contract *** be cancelled and transferred to prepaid as I want to port to Vodacom. This was done on the 7/09 and was told that by Shaakila it would take 2 to 5 days and I will receive and sms confirming this. I have not received an sms and called into the call centre on Monday 12th and spoke to Jason who confirmed that this was not actioned and that he could send a request AGAIN and it would take 2 to 5 working days AGAIN. I am not happy with this as it will now mean that I will again incur additional costs even if it is pro-rata. I sent an email to their escalation and retention dept on the 15th asking for an urgent response and still nothing. Until now I have received great service from MTN and am only porting due to poor MTN signal in my house. After almost 20years of having this contract its extremely disappointing to receive such poor service