Husstle in cancelling Contract

I called Vodacom to cancel a contract that is coming to an end so at the end of it they can just convert to prepaid. Call centre agent tells me he cannot access my number cause its been put on 2D I do not even know what that it is. Further puts me on hold so I can get help I held on for more than 55 minutes. I do not know if this is a ploy to make it difficult for me to cancel a contract that is about to expire or what,<br>