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Cancellation of the contract

I entered into a telephone contract with the consultant for a 2 year contract and after 2 years when I want to cancel the contract they told me to write a letter for cancellation. I send them the letter and they never cancel the contract. Now I lost the phone and I need to do sim swap and I struggle to get them on hold as they take me from pillar to post. I need to cancel my contract with them ASAP so that I can do a sim swap with MTN.