Can't cancel Cell Panic Service

On 24 Jan 2016 I phoned ADT to cancel my Cell Panic Service, which the lady first had to figure out how to cancel the account told me to send a e-mail to [Email Removed] with my account number for the service in the e-mail heading. I send the mail on the 24th on the 25th I received a mail response with a ticket number, stating that ADT received the response and the appropriate person will assist me as soon as possible. After no response I sent another mail on the 4th of Feb again stating that nobody contacted me yet and I have been billed for another month because the account hasn't been cancelled yet and I also said I will take matters further if nobody solves the issue before the end of the day. 17:45 That day a lady from ADT phoned me and asked if it is a convenient time to which I responded no, if she can perhaps phone me in 15 min, which she said she won't be in the office, to which I then said tomorrow morning is also good. Still no phone call and the service is not cancelled yet.