Careless Business Rep

I was advised to go ahead to cancel my initial 4g line as am intending to migrate to 5G. This Sales Rep named Sherwin or Shawn advised that if I can mid October I'll be billed which I was happy and that my line will remain active until month end November. Subsequently on the 31 Oct at around 23h30 my line went of. I called this morning and fortunately the same Sales rep answered at around 11h49 and guess what, he just transferred my call to the main call center line with no advise why. Anyway I guess it goes with the new kid on the block.