Atrocious customer service

I've been very happy with the service that I've received by your agents until the horrible service I received from the agent Banele Sibiya today!! I called to find out about my cancelation notice that I sent on the 23rd February but I had not received any email and followed up on the same email only to find out cancelation should have been spelt with a double LL. I asked to speak to a manager because of the 1 month notice I had given but she was talking about additional charges. She said she would let a manager call me. I asked her when I could receive a call and she just answered she doesn't know and I asked what the turnaround time was and she said managers don't have. I have never never heard of this before, it's either you say 24-48 or something but the attitude this person gave was so annoying.!