CANCELATION OF A CONTRACT

I called cellc last year December to cancel the contract, they told me o pay a certain amount, after I must sent an email, I did everything, they call me on this nr 0810****22 on the 23 December between 14h15 to 14h25 to confirm if I am canceling the contract I confirmed but no Cellc decided not to cancel my contract, I called 3 times to ask WHY even the last person I spoke to said it takes 24hours to 48hours to be fixed , even today the contract is still not canceled, Cellc I need an answer WHY