Cancellation of Contract

I emailed a cancellation of contract into Telkom Mobile at the beginning of November and it was acknowledged. It's now December and both my contracts were not cancelled, I got debited and I had to buy data for the one contract. I've been calling in and have been running around in circles, no one responds to my request. I'm getting charged even though it is not a fault on my side. Why do I have to pay? When I cancelled my contracts as I was told?? I've spoken to managers, team leaders and agents and everybody is dumbfounded and unable to help me. And apparently there is no direct number to cancel contracts. Now I'm sitting with a problem and no one seems to be able to assist me.