Unhappy client

I called dstv to cancel my contract. Eventually was put through to the retentions department. They were suppose to search for my call recording which takes 48hours which has now lapsed. No feedback from the consultant Nomvula Mhlongo. I called the call centre and the gentleman, Adam adamo that answered and asked for my details which makes no sense because he will be putting me through to retention and is unable to help me and they are going to ask for the exact same information from me. He advised that it is due to the popia act which makes no sense why I should repeat myself as this is totally inconvenient for me. He was very rude and abrupt talking over me. Initially I wanted to cancel contract because of other reasons, now more because of the service. Please can my contract be canceled with immediate effect. Thank you