Unable to cancel contracts and change to prepaid

I called Vodacom on 23 January 2025 and tried changing two of my contracts to prepaid as I don't need a monthly pre-loaded service, the consultant advised that it would be cheaper to downgrade one and migrate another, so that I don't have a cancellation month, after a back and forth I just agreed.

Upon further calculations it just didn't make sense so I called on the 28th and tried cancelling the contracts. The consultant said that she can't help me as the original consultant must call me back, I waited and received no call back.

I then called again yesterday and the same story, consultant will call me back in 15 min, only she can cancel my contract and change it to prepaid. No call back received.

I'm really disappointed as it feels as if more and more time is used so that they can hold on to the contracts and I should just keep on paying and if they eventually cancel it may be in this month then the last payment is the 1st of April where the last payment would have been 1 March.

I don't understand how only this one consultant can assist...