Two weeks of trying daily to get help still none!!

2 weeks ago I went into the hemmingways branch to cancel a contract, we requested that we would like to keep the number and were told they would have give us a prepaid sim card and we would have to give a months notice. We requested a settlement figure for immediate cancellation. we were told someone would contact us within 2-72 hours, to this day NO ONE has contacted us! we call the call center daily and have 3 times been back into the branch and given a case number to quote, every time we speak to someone we are told that 1) they have tried to contact us and the number was unreachable despite us 4 times leaving a note through the call center to use an alternate number and not a single missed call on either number, and 2) someone will contact us within 2-72 hours...surely this cannot carry on,NO ONE is prepared to actually help us, we do not know what to do or where to turn. at one stage the lady in the shop told me that the call center could help me and the call center insisted that only someone in the shop could help me so i eventually called the call center from my cell phone in the shop so that between the shop personal and call center personal could discuss who could help.