Cancellation process

I called in over a week ago to cancel my vitality. I was given a reference and told a consultant will contact me to process the cancellation. Cancellation should be done a month in advance and I called on time yet it has not been done to date. I need to know when you will be cancelling this cause I do not intend paying for vitality at the end of this month as I requested cancellation on time. Someone in that call centre ust call me and process this cancellation asap.