Cancellation forms submitted 17 Jan - not even pending on system

After both online & telephonic enquiries, I was sent document to complete to cancel 2 contracts. I emailed the completed form to ********** on 17 January 2018. Now I received a call regarding another contract from upgrades department. When I queried the status of cancellation submitted, the lady advised that there is no indication on system that the cancellations are even pending. Apparently it takes 30 days to process however, my worry is that it is not even on the system. Called 081180 (number provided by agent) however, it seems I'll wait forever to get through to an actual person. I would like the assurance that the contracts are cancelled.