Contract not cancelled

I requested for my contract to be cancelled as early as November 2014 I was told it would be cancelled in Jan 31 even though this was way after the expiry date because apparently this is the only time cancellations can go through to my surprise my phone hasn't been cancelled and when I try calling im being thrown from pillar to post and guess what Im told I`ll have to pay another bill for my usage which I have not budgeted for, this is the reason I will not be renewing any of my other contracts. I need this processed asap.