Contract not cancelled

I asked Zander to cancel my contract. I signed a cancellation form and was given a **** reference number which I later found out pertained to a different customer.. Zander simply didnt cancel my contract and I was billed for airtime/data & sms's that I did'nt need. I tried contacting Zander a number of times to try understand what had happened but every time I phoned, I was told he was busy with a customer. I left my details and was told he would contact me. I was told this 3 times in the space of a week. I then went to the customer care branch at Brooklyn Mall in Pretoria and I was assisted by a very helpful woman who confirmed my contract had'nt been cancelled. She processed the cancellation of my account.