Cancellation of contract/Refund

On the 14th of February 2016 I went into Telkom store at Woodlands boulevard to find out what is going on with my Telkom Mobile account. The lady over the counter notified me that I have 3 active contracts with them. I could not believe, because *** expired and Telkom harassed me to upgrade as they are going to discontinuous the package. I eventually upgraded, but more downgrade, as I was on a 10 gig package for R199 per month and I had to take 5 gig package for R259 per month. After doing the upgrade, Telkom never cancelled the R199 package. For 19 months now I'm paying for something that was supposed to be cancelled. The lady over the counter assisted me in send the cancellation request through and told me it would happen within 20 days. We standing currently on 22 working days and the contract is still active. Hophney Leo sent a email on the 15th of February stating that the refund will be logged as soon as the contract is cancelled, well I'm still waiting for response from Telkom!!!