Been trying to cancel contract since 9 March - Still running, refuse to pay for something that was promised to be cancelled in 21 days.

Hi, I have been trying to get in contact with someone to get information why my contract is still running when I emailed cancelations on the 9th of March already. This is not acceptable and I refuse to pay for the charges that have been running. I was promised that I need to fill in a document and contract will get cancelled in 21 days. Please see screenshot of mail that was sent. I am very disappointed! Regards, Denzil Muller