Staff not all on the same PAGE lack of service

Went to cancel my contracts on the 28/03 due to no signal at home fr the last 12 years and empty promises.<br> Saw consultant at the east rand mall who then gave us a early cancellation quotation which we then paid the amount as per the quote. And then returned to customer care today 29/03 to finalize the cancellation in order for the new SP to obtain our numbers and move it over. However customer care consultant advised us that they cannot help and we need to call the call center. How can one be able to assist and the other not? when he was asked this question, a shrug was given. Please with immediate affect arrange this cancellation and ensure that these numbers are able to be used by our new service provider who actually has got signal in our area.<br>