Contract cancellation logged still not cancelled

I have a contract with Telkom, and the contract expired last year already. I went to the Vincent Park Telkom shop and filled in a cancellation form on the Saturday 9th Jan 2016. This week when I went to enquire about this cancellation on Wednesday the 24th Feb I was told the cacellation was logged on the 13th Jan Case number ***6. The person assisting me at the Vincent park Telkom shop sent an email enquiry on my behalf to cancellations@telkom but till today no one from Telkom has rep**** on the email or contacted me to confirm that this contract has been cancelled. Yesterday (25th Feb) when I asked on the online chat site I was told this request was sent to the wrong queue/department and that someone was going to phone me back regarding this cancellation but still no one from Telkom has contacted me. What do I have to do to get this contract cancelled.