Charge for cancelled contract

I requested my contract to be canceled/migrated to pre-paid on the 27 November. Request was sent via email and they responded action was being taken. I was out of the country for 2 months and received a statement and I again sent an email on the 26 January asking why I was being charged for a cancelled contract. They rep**** it had been cancelled (two months later). I have called and asked for supervisors (Regina) and managers but they are never available and the one supervisor I spoke to put me back through to an agent. This is affecting my credit rating as the account is more than 60 days overdue. I have multiple reference numbers with promises not kept: ***<br> *** - Carmen<br> *** - Thamdokazi<br> *** - Shaneley Barends Supervisor - Nazlee