Why refer people to a retentions department that does not exist.

My 24 month contract has come to an end and i have no intention of upgrading . Now, i have been trying to call them to cancel the contract so i can be on prepaid till i figure out my next move. For almost a week now, no one is answering the phone. instead it tells me to send a mail to some department that doesn't respond. Look, i'm not looking for drama, i just want out of this contract. Suggestion, if you don't have retention staff, then just let contracts automatically expire, spare us please, cancelling this contract is admin now.