no response from cell c

On the second of April I paid a cancellation into cell c's nedbank account. This month I get debited for the contract I cancelled in April and when I phone the consultant says it's a cancellation fee. He logs a query on the 21st of may I got a ref *** and the sms says it will be attended shortly. Since then no one has phoned me or smsed me for a feedback. It's a week today. *** the contract I cancelled.