Cancel my contract

I've emailed to cancel my contract on 16 November 2015. I have phoned, emailed, went in store, commented on facebook and no one has phoned me back. Today they told me there is a 21 day turn around time. It's more than 2 months now. The call centre girl said she will call her supervisor after 49 minutes I cancelled the call. This was not the first time this has happened.