Customer Dissatisfaction

I called beginning of September to cancel one of my contract, and I even followed up days later the agent that I spoke to said the contract has been cancelled. On the 14th of November I decide to check my statement and confirm the number only to find that it was not cancelled. I called from 081180 listened to the voice prompt and select number 6 for cancellation and I spoke to the guy and it was past 8, the guy authenticated me and I explained to him he said I must hold only to find myself in another department. I now spoke to Zise Sishi, she also requested again all the information and I explained to her what happened she confirmed that the number was not cancelled and that there is no message to show that I requested. I was very angry because the number was being billed. I asked her to cancel the number and she said she can't as it is not within her duty of which I understand. At 13:00 I called again and I spoke to Mosima and she was very helpful, she took all the necessary details and I asked her to cancel the contract. She said she did and she provided me with the Reference number: ***0. I am very disturbed, I am billed and she said they going to do the investigation as she escalated the query to the Team Leader and she logged the complaint. I am worried if it's gonna be sorted I want my money back. I also want to know why the guy that I spoke to earlier on this day the 14th of November didn't cancel the number 067 and also didn't bother to call me back but he just transferred me without any explanation.