Struggle to cancel contract

<p>Contract is supposed to end Oct 2016. Request was to move to prepaid at the end of the contract.</p> <p>16/09/2016 - Completed cancellation form and emailed it to ********** />21/09/2016 - Received an email confirming that case# ********** 6 has been logged but not resolved.<br />18/10/2016 - followed up on email sent to cancellations, no feedback.<br />19/10/2016 - called 180 to confirm status, agent advised it is not done becuase the retentions/cancellations team coould not get hold of me. Agent advised if they cant reach me on the 3rd attempt then they wont process the cancellation. Told agent they cant close a customers request just beacuse they cant reach me. agent advised he will email the person dealing with the case number to finalise it. No feedback<br />20/10/2016 - followed up on case, another agent advised that case is not finalised. requested to speak to a manager as the case is going in circles. Agent advised that a manager (Amanda) will give me a call right after they are done with their current call. No call received.</p> <p> </p> <p>According to the Consumer Protection Act, you must give 20 business days notice to terminate, i do not know of a rule where you ignore a clients request becuase you cant phone them.It seems like a different process is being followed despite the CPA.</p>