Bad Communication

I cancelled my Home-connect subscription eff 1 Jan 2022. I then called back to take the reduce subscription, but then see that's a 50/50 line so not a retention. They reduced by speed from 100/100 to 50/50. I received my cancellation letter as well. Somebody then called me yesterday that she made a mistake, I must cancel again on the app. But then cancellation will only be eff 1 Feb 2023. After numerous calls and emails . This can't be sorted

My new service provider starts eff 1 Jan 2023 and I need my line release, but not getting his service.

Please assist

Regards Nadine Valentyn ***