Cancellation FNB Connect Issue

On 12 October 2015 I wrote a complaint on hellopeter about being over charged on my FNB Connect contract, I had sent an email to connecthelp 6 days prior to that and no one had responded. I was contacted on 12 October by a consultant from FNBconnect and she said she would submit the paperwork to cancel my contract. It now has been 9 days and when I call the number i was given to follow up on my issue they say that it has been submitted, however I have not received any paper work or confirmation that my issue is taken seriously. I feel like FNB is taking their time in order to ****** more of my hard earned money from me. There is no excuse for them not to respond to their clients emails when they are sent directly to them. Can FNB please assist in concluded this issue .