May 2013 I went into the branch to enquire when my contract was expiring, they informed it will expire 4th Oct 2013 and gave me the cancellation department contact details. Beginning August 2013 I phoned to give notice. Oct 1st I phoned the cancellation department again to confirm that my number will be converted to prepaid so I can keep my number and cancel the contract. I was then informed that the contract can only be cancelled in Nov 2013. I enquired what I need to do for the contract to be cancelled immediately. I was instructed to pay a settlement fee. I paid the fee and contacted them again on 3rd Oct to confirm they received the payment. They confirmed payment was received. I requested that the number be converted into prepaid immediately and asked how long it would take, they said 2 - 24 hours. 4th October, 30 hours later it has still not been done. I phone the contact centre to enquire why. They inform me that it is set to be done on the 16th Oct and they rudely told me they cannot do anything to change it and that I would have to phone the cancellation department on Monday. This sequence of events is totally unacceptable and I expect my complaint to be investigated.
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