Contract Cancellation

I did a premature contract cancellation on 24 December 2019. I paid the settlement amount in-store and sent through al the required documents. To no surprise the contract is still active, I have been phoning customer care nonstop and if I don't get cut off I get transferred from department to department and eventually get told their system is down.

I requested that my number be kept and converted to prepaid but evidently this hasn't been done. I need this settled ASAP