I dont regret

I have a contract ending on the last day of Jan next year and I called the call centre wanting to migrate the number to prepaid and I was asked to send an email which I did, the cancellations team is now coming back to me saying I must call the call centre to get this done over the phone. So who is not doing their job? Funny thing is, I have never called their call centre and was assisted, it is always go to the store or now the recent one, email the other department. <br> <br> Glad I am not renewing my contract!