Delaying to cancel the contract

Why does it have to take close to 4 months for a contract cancelation? I have requested for my other contract to be canceled on 2 September 2018, only to find out that the number was only temporarily terminated, which was not my request. The debit order, to date, is still running. On 18 December after numeral attempts to cancel the contract, I phoned and a consultant by the name of Aurelia opened a case with ref number: ********** 480 to follow up on the phone records, from the date to which I had requested to cancel the contract. Aurelia assured me that they will get back to me with regards to my case within 48 hours. To date, no soul from cell c has provided me with feedback. On 29 December 2018, Nazame also assured to revert back to me after I phoned to make follow up. Today I also phoned only to be assisted by Piet who informed me that unfortunately my complaint that was lodged by Aurelia on 18 December 2018 was directed to a channel where there is no one operating there, meaning I still have to wait again for cell c to retrieve the records that are attached to my conversation made on 02 September 2018. Piet assured me that they will get back to me before the end of 04 January 2019. So far, I have been kept in vain.

Im fed with been taken from pillar to post by cell c and its useless agent who promises you heaven. All I need is for my contact to be canceled. I don't want any debit order to run for the number that I had requested for cancelation.

Please investigate the matter accordingly, because there are already two debit orders that had run since I had requested for the contract cancelation. I can't afford January because I need my money back.

Sharon