Double cancellation nightmare

I sent a cancellation request to Telkom on 3 April 2018 for a mobile contract that was supposed to end on 10 May 2018. I have not heard anything and a call center agent can't help because I don't have a reference number. How must I have a ref number if no one at Telkom has got back to me? Also pre-ordered a home fiber line with Telkom work order number ********** 0- ********** 90 and have since changed my mind about staying with Telkom, but I can't choose another ISP until Telkom cancels the pre-order. Please cancel the contract and pre-order ASAP!