No response to termination of contract

Poor service is just an understatement. I have been trying to cancel my contract with glocell and to date they are still billing my account. I requested for them not to upgrade my contract on numerous occasions and not even one consultant adviced me that the contract will continue on a "month to month" after it expires and I have to request cancellation. They do not even answer the customer support line, but lines for upgrades and new contracts are always answered. I sent through my termination letter on the 13th September 2017 and only received a response on the 24th September 2018 requesting for a copy of my ID. Now again they could have told me all the documents needed when they forwarded me the termination letter. The automatic email reply clearly states that a consultant will be in touch with you WITHIN 48HOURS. It has been 13 days since I submitted all documents and I just got a billing statement. Glocell you are unbelievable.