Contract cancellation

I had called cell c in June because it was my 24th month and requested to cancel one of my contract which was a router. I knew very well that they were not going to fulfill on my request because the lady who assisted me was rude and unwilling to help. So in the end I got an sms saying My request was fulfilled . Today I called just to verify if my request was indeed fulfill. And it was not done . Now I'm told I must send my ID to cancel ..as far as I know their calls are recorded so I have done my part and all I want is for this contract to be canceled. Can someone who is willing to listen to clients and offer client service attend to my request and cancel my contract. I am fustrated with cell customer service on a serious note their service really socks.