Exceptional bad service

Dear Sir I moved to the Free State in Dec 2017 I sent in my first cancellation form and ID on the 9th of Dec and has been doing it every month since my account was not terminated after phoning and e-mailing every month. It is now 9 months later and still the account has not been cancelled I spoke and sent e-mails to several people eg Sive, Shellini, Mbali, Ficelo and today again to Vathandwa ref no ********** 5. Today a further promise was made to cancel the account. Can you please assist. I refuse to pay the balance and await your reply as to when it will be terminated.