No existant service

Please assist as a matter of urgency. I went in store, and was advise to email ********** to cancel my 2 contracts on 30 August, I then submitted on 31 August as was told. I to date have not received a response. I queried this with an agent online, who told me it took 10 - 21 working days to complete, yet after that waiting period it was still not cancelled. I called customer care, where I was told to email ********** who took 10 DAYS TO RESPOND on an email, who then proceeds to tell me I sent it to the wrong email....

This service is absolutely disgusting. I want both contract cancelled with immediate effect!!!