Nightmare to cancel ADT service

I sent a cancellation form on 2 January to *** and also copied the agent Shane Buys. Since 2 January, I have made numerous calls to receive confirmation of the cancellation to ensure that the last day of service is 31 January. Again on the 3rd, I called numerous times to get confirmation and was assured by agents that it was being processed and I would not be charged for February. For some reason, they kept avoiding putting confirmation on email. I eventually reached the agent Shane Buys again today and then he asked me to forward him the email I sent on 2 January on which he was copied. I did so immediately and asked him to confirm that the cancellation was received via email. It took about 4 calls to get him to send the email. When he sends the email, he confirms that he has received the cancellation on "6 January" and that he has now forwarded to the cancellations department. When he sent me the email with the cancellation form on 2 January, he explicitly stated that I should send the completed form to <***>. I did exactly that and copied him on the email. Now he says that it is only being forwarded to cancellations today... What stunt is ADT trying to pull? When ADT deducts money from the account, there is no delay. When a customer wants to cancel, then there is suddenly a mysterious delay. I have called about 10 times for the same matter since 2 January to get confirmation. When I do eventually receive confirmation, then the agent misleadingly puts the date of 6 January as if he cannot see that I have sent the email on 2 January. I was considering getting my wife to sign with ADT, but after this experience, I am not sure if that is wise anymore. Perhaps she should sign with a company that will provide service not only when signing up, but when cancelling.