Not being to cancel the contract

I called cell c customer service in connection with the cancellation of one of the contracts I have with them, the security check was done and I passed it. After that I was transferred to the retention department which is responsible for the actual cancelation and the same security check questions we asked and same answers were provided and all of a sudden the contract could nor be cancelled because I failed their so called security check, it felt like the lady did everything to avoid the cancellation taking place.