Cancellation of phoneline

I have phoned and filled in the cancellation form in on the 1st november 2017 to cancel my phoneline like the operator said. On the 7th of december 2017 i got a email i owe them 1 month of phoneline expence i phoned and spoke to zintle mpati and told her what is going on she said i didnt need to pay because i did send in a cancellation form i nust need to send in a new form and the old form and nothing had to be paid. That emails was send the 14H41. The 21 of january 2018 i get a another acoount i owe them 2 months of phone service. The phoneline still hasnt been cancelled and the phone line is in working progress.