FNB cellphone

My husbands has a cellphone from fnb. He has been trying to cancel the contact and port the number but it has become a nightmare. He went into fnb more than a month ago and he was given the IT dept number to call, which he did. He called and they told him he would have have to pay as the contract still had a couple of months to go. He said fine and the next day the full amount was deducted from his account. Since then we have called numerous times but apparently the contract still has not been cancelled. Of course we have now lost out on a special deal being offered for august month by another company. No one can give us a direct answer. Always I will call you back which never happens. ?♀️?♀️