No respons on cancellation request and feedback provided by the call centre does not match up with what is on document

I am trying to have my Telkom LTE contract cancelled eff 2017/12/31. I have completed the cancellation form and submitted on 2017/11/29. This is within the 20days needed as stated on their cancellation doc, under point 5 sub point 4: A customer may terminate an agreement/service at any other time (i.e prior to expiry of the term) by giving Telkom twenty (20) business days written notice Sub point 5 The twenty days are calculated from the day on which Telkom receives the notice I have thus met all the criteria for the cancellation. When phoning the call centre to find out what is going on with the cancellation as I have received no feedback from Telkom on this, I am told that the cancellations department will only respond to me after 21 working days and that in fact the cancellation can take 21working days to action. When asking them if that means the whole process will take 42 days I cannot be given a straight answer. The call centre is contradicting their own docs and have no clue on what to do. The Cancellations department cannot be contacted other than via mail which they do not respond to and the call centre refuse to escalate the matter to higher parties to get me any form of feedback. All I want is for any form of communication from Telkom stating that my request for cancalation has been received and my service will be cancelled eff 2017/12/31. I was finally able to log an Enquiry with Telkom to have this tracked reference # ********** 6. Some feedback on this matter would be highly appreciated.