Request to cancel contract and migrate number to prepaid

I phoned on April 28 and request to cancel contract and migrate number to prepaid (Ref nr ***0 Matamela Rat****anda & Mphela.Teffo). I was told this will take 2 - 24 hours. I had to provide reason - I'm changing to prepaid because I'm porting to Telkom Mobile because of better contract rates and Additional email to provide id number and account details. I received email back on April 28 (ref nr ***) that it's being processed 29 April - phoned to follow up - escalated to supervisor - they said it might take 3 - 5 days now suddenly for this not 2 - 24 hours anymore. 3 May email again to query this 3 May phoned to query this (ref ***7 Boikanyo.Mogomotsi & Sylvia Makgopa) - cannot tell me why it wasn't processed and it should have been processed by now - so not sure how to cancel my contract and migrate my number to prepaid since apparently I cannot phone retentions directly. So customer services cannot tell me what's going on and I cannot contact retentions - so how do I find out when it will be cancelled and migrated to prepaid?