failing to cancel contract

I called in about a month ago to find out how much I need to pay in to cancel my contract. The amount was given to me which I paid last week on the 16th of July. I emailed it through with the respective cell no which needed to be cancelled and clearly stated in my email all the information. since then I have received no response and today when I called the call center the agent went on to inform me that the payment was received but he needs to put me through to the retentions dept to complete the process. the retentions agent then advised me that he cannot pick up my payment and therefor cannot cancel the contract. I forwarded him my proof of payment and since have not received any feedback whatsoever!!!!