Contract not cancelled even after multiple requests

I called to cancel my contract which was on a month to month basis on the 28th of october 2018. I was told by the lady assisting it will take 30 days and on the 30th all data not used will be cancelled.

Late December after the 26th I noticed a debit order went through and I was suprised since I cancelled the contract. I then called again on the 3rd of January 2019 and spoke to Refiloe at retention's and she listened to the recordings and confirmed that my contract should be closed and she will escalate the matter. I told her I would reverse the debit order since its not me who is at fault. Today I got an SMS saying my account is in arrears and I called and spoke to Siboniso who has confirmed that my account s still not cancelled.

I need this to be sorted because it is affecting my credit record.