Cancellation contract

Hi I need help in the cancellation of my contract. I have emailed your customer care on the 26/09/2015 and got a response on the 28/09/2015 stating I can only cancel on the 20/10/2015. (Ref no: ***7) I resent the mail on the 20/10/2015 requesting cancellation. I have yet to receive a response. Also called the call center as well on the 22/10/2015 requesting cancellation, was told I with get a phone call and email of the request but nothing received. Now I am being charged for another month for a service I no longer require. Any chance can you'll please cancel my contract and keep my number on prepaid. <br>