Cancellation Request not put through

I went in store to the Gateway Branch in Nov/Dec to cancel 1 of my contracts. I was advised that the contract was out of commitment and filled out the cancellation forms post a 2 hours wait in store. I was advised that the form will need to go to the Back Office Team where it will be processed. I received a bill thereafter for the full amount. Ahead of my January bill I called the call centre who advised that the account is still active and that I need to go back to the store. The exact date of the cancellation request would be the date that I did a renewal on my *** number and moved my *** number to prepaid. I want a full refund of any amount owed to me, I want the account to be cancelled immediately and I want an apology for my wasted time on the call today. I'm a Account Manager for a UK Based Telecoms Provider and Telkom's service is poor.