Struggling to end contracts

I have 3 contracts that I wanted to change to \pay as you go\" since my 24 months is completed. On the. 18th of January it was submitted through the local branch. I was told they will contact me ones it is done. Nothing happened! 2 weeks later I went there again, and was told it will be re submitted, nothing happened! On the 10th of February I contacted 808, and was told nothing is logged on the system, but it will be done asap.Ref no. ***. Well today a new month has started and still my contracts are active!"