Cancellation fee paid contract still active

After paying a cancellation fee and making numerous calls to customer service I was told that the cancellation fee was logged as a normal monthly payment on the system. Since the payment on the 6th of may I been unsuccesfull to get this sorted out. Miss T Govender at accounts assured me that the payment is reversed and noted as a cancellation. She revered me to the cancellation department so they could assist me with changing my sim card to pre paid. At cancellation mr Lorato have been trying to assist me without success so far. This is completely uneceptable and I find the operators at customer care just say things to please customers without actually doing their job. Passing the buck is not assisting at all!!!! I refuse to pay any additional cost since the cancellation fee is a settlement amount to stop a contract! It is apperent that staff at customer care lack a great deal of training.