Unable to cancel contract after expiry

- My contract expired in January 2024 - I requested cancellation and conversion to prepaid on 02/02/2024 via email - I followed up on 01/03/2024 - no response - I was being billed during the above period for the normal contract rates - Finally got through to retentions via call center and the processed the request but advised that it will take 30 days and only be cancelled in April 2024.