Billing Complaint : SREQ_***:1

I sent a request in May 2013 to cancel my contract. Received an email that a retention agent would contact me. No further comm till I reviewed my credit score, only to see I have been listed. Contacted Neotel who advised the contract wasn't terminated, rather it had been upgraded. They reviewed the calls and comms as I did not upgrade. The agent advised they will escalate the query. Escalations dept requested an affidavit with some other details, which I provided. Their ***** dept then requested details which I cannot provide. Told them that anything which happened after 07 May 2013, I cannot provide as I had not been contacted and they had all the comms and recordings of whoever they had contacted. I spoke to Althaf Majeed [Executive Escalations Consultant] as well as Elton Green [Ops Manager] who advised it had been taking too long and will get this sorted. I have called back on numerous occasions and every time the same sing song, \they cannot take your call, but will call you back\". No surprise that they had 2 cell nr, both not mine and postal address which is way in the past on their system. Even though I provided my current details. I hope this will get this **** sorted."