Cancellation department stalling cancellation request

Requested a cancellation of a contract that was well over contract term and have the nr switched to prepaid. This was done on 27 July 2022. On 19 September I followed up after realizing that the nr was still on contract just to find out that the cancellation was at some department "waiting for decision. What decision I honestly dont know as we as customers decided to cancel the contract. I again followed up on this on 5 October 2022 just to find out that the cancellation has still not been actioned. Now my question is how long do we need to wait for this. We have been more than patient with Telkom and expect this number to be on prepaid immediately. All funds after end August when our notice ended is to be refunded to my account.