STAFF NOT KNOWING COMPANY POLICY!!

I went into 8ta Lakeside Mall to cancel my contract which has already reached its end. I filled in the cancellation form and explicitly asked the lady when the sim will be switched to prepaid. She assured me it would be pre paid and ready to port by 1 November. To my surprise this morning it is still not cancelled. I phoned the call center and they informed me that it will take 20 - 30 days to cancel. I have already signed a contract with a new service provider, but now can't port my number. Do you not train your staff of the company policy or what is the problem?? Since having this contract I have had nothing but problems with 8ta. I have lodged numerous complaints but to no avail. Please just cancel my damn contract so that the frustration can stop!!