Cancel contract

I called last month to cancel my contract and I was told to do it online.I did as instructed and I recieved an email with a reference number stating that I would be called back to finalise my reques***** a new month,no contact has been made and internet still on which means I will have to pay for a month I did not budget for.I have 2 reference numbers but no callback made.This is **************** stretching the contract further than desired.