Poor service from retentions department!

The service which I received from the retentions department regarding my contract cancellation was poor as it was dealt with in a mediocre manner. I received an sms on the 13th of April stating that my contract ends on the 14/04/2018 and I need to call in to upgrade , and if I don’t upgrade or cancel my contract it will automatically continue on a month-to-month basis. I thereby acted upon that sms and called the department on the 14th, and I was told that the retentions department only operates weekdays. I called again on the 16th of April to cancel my contract. I spoke to a lady called Refilwe that day and I explained to her that I am a pensioner and hence the reason for cancelling my contract. She offered me an alternative, which was a package with benefits or something along that nature and hence I told her that I will think about it but I just want to cancel my contract for now. I further asked her, should I want to take that package can I still call at a later stage and she agreed. I realised this week that my contract had not been cancelled and I called the retentions department again to query the reason behind my contract not being cancelled. The lady I spoke to then told me that she would listen to the recording of the 16th of April the day I called in to cancel my contract and that she would call me before end of the day of which she did. Her conclusion was that I told Refilwe that I would think about the alternative she gave me and therefore that gave her reason not to cancel my contract. Regardless of whatever we spoke about that day, the bottom line was that I called in to cancel my contract. Now I am not understanding why she would disregard cancelling my contract so that I can make a decision based on the package she offered. I am now told that I cannot file for a 30 day notice due to my account being in arears of which I thought my contract would be cancelled by now. I am extremely unhappy with the way this issue was dealt with, customer service to me is of utmost importance and hence confirming with the customer the final details is important as well. The reason behind my phone call was pushed aside in order to prioritise and push other agendas which now seem to be at my expense. Should Refilwe had specified that “since you will think about taking the package or not I will NOT cancel your contract in the meanwhile” then that would have clarified her final action and I would then have told her to continue with my cancelation meanwhile I think about taking the package or not of which in my mind that was the obvious thing to do. So its clear that the fact that I wanted to cancel my contract was taken lightly and not in the seriousness that it was. As I have mentioned, I am a pensioner and this misunderstanding which clearly doesn’t seem to be from my side will now have to cost me? Additionally, seeing that it was assumed that I do not want to cancel my contract the sms I received from cellc on the 13/04/2018 clearly states that after the 14/04/2018 should I not cancel my contract it will automatically continue on a month-to-month basis. If that is the case, why am I still being told that I need to serve a 30 day notice of which cant be done now as my account is in arears? Or am I the one who doesn’t understand what a month-to-month basis is? As now it seems as though my contract is continuing as though it never had an ending date. I would like this contract to be cancelled with immediate effect!