Cancelation of account

So I have been a loyal customer of telkom for a while. I have multiple products on various different platforms. One of my contracts had reached its 24month expiration date , so i want cancel the contract and not upgrade. I got the necessary forms completed them and mail to the relevant department. After a month of no response i went to my local telkom store to query this , they then mailed my documentation away to the cancelations department. After another month of nothing , i phoned the customer service department where i spoke to a consultant informed me that they have received no documentation from me. This time I was told to personally email to documentation to the consultant. She then informed me she received the documentation, and would terminate the contract the following month(February). My contract is still running , and I have tried to make contact with the service consultant multiple times , to no avail. This has been going on since November , and my device is still yet to be cancelled.