Mweb Cancellation Blues

We currently have a month-to-month contract with Mweb. We are not unhappy with the service received from them. It is however, expensive in comparison with other fiber options available. In these difficult economic times, one has to look at what would be best for yourself. On Tuesday, we sent a cancellation request. They had a lot of questions that we answered. After completion, we received a message that we would hear back from them within 24-48 hours. It is now four days later, and we are still awaiting feedback. Why is it so difficult for a straightforward cancellation?