Data contract disappointment

Now I have been waiting for a resolution to to complains lodged over 22 days now. I decided to cancel the contract and am being told it can't canceled without the report which has been pending since the 17th May 2019. The retention officer says he can only cancel once the report is available with reference number ********** 06 and I now have to wait forever for one case to be resolved???? Secondly on the above reference he says I have to pay additional costs for cancelation... Who in heavens name does that over a very *********** service??? I am not paying a cent to cancel. I have waited for a response, missed out on my course work and now this??? The shop staff sent a follow up for the report and gave me reference number ********** 75321. I must leave everything to now chase mtn up and down???