Can cancelling a contract be this hard?

It's more than 2 months that I am phoning this company, then going into the store, and then phoning again, to cancel a contract which I in first place never approved!! The staff keep on saying they'll phone back - never happens. Give case number, and when I follow up, that case has been closed and I need to re-open a new case. In the meantime - this company deducts money every month for a service I don't receive!!! I am at wits end with this poor service. I truly had years of loyalty to this company, but am sadly reconsidering my future cellphone provider. A Combrinck ***