Prepaid Live Chat stuck in a loop

[Anywho01]

I have a prepaid account for a child that we are converting to postpaid on a new number. All I need to do is cancel the old account but the answers app says that you need to contact live chat. When you try to do this you get the below pic. This does not enqueue you to the next available person so there is no way to actually get a live person. I have been trying to do this for days. Is this the normal support for prepaid? I never experience these type of dumb issues on the postpaid side.

 

[SuzyQ]

If it is a prepaid account, simply stop paying. Service will end.  Since you aren't keeping the number, there is no porting involved, and prepaid means no long term obligation.  You pay as you need service.