Cancellation not actioned after a month of request

I sent a cancellation via email to cancellations on 25/01/16. I called to confirm that it was done, to be told it was not?? I called in twice , held for over 15-20mins at a time and told there is no direct number for cancellations and I have to resend the email as per Thandeka.. WHY? nonetheless did as told and then I was given an incorrect email, mail came back. then tried the online chat to us ( whilst replying agent ended chat) tried again,chatted to Sifiso and held again while he checked & told someone will call me back. I requested the managers details Thulani Mokwena, asked his email to send my initial request and advised he cant give me the email. Im awaiting a call to have this cancellation processed by close of business today. why is a client not able to get a direct line/contact to *** this how you want to retain customers?