Cancellation

I cancelled my contract telephonically a month in advance (28th February 2025). Upon the cancellation date (1st April 2025) my service was terminated but line was not released. Hence I could not transfer to a new ISP. After waiting hours to speak to an agent (normal practise with Mweb, their key prompts do not work correctly), the agent informed me that they could see I called Retentions on 28th February 2025, but it was not processed. Now I am sitting without internet or able to transfer to a new ISP because Mweb 'holds' my line.