I am desperate for assistance please !

I submitted a request to cancel my LTE contract apox a month ago via the email address provided. In this week I called the call centre twice, Monday and Yesterday on both occasions the agents I spoke to confirmed the documentation is correct and they will take it to their team leader and go speak to the cancellations department, I was advised by the respective agents that I will receive a response by close of business, I have emailed them back and they are not responding to my emails. I do not have their names, only their email addressed, I am desperate for assistance please !