Poor service. logged call but 30 days later I have had no contact

We moved house and our LTE router did not have reception at the new house. after months of struggling with very slow internet we decided to cancel the contract. we went to the shop to cancel the contract. After a friendly agent assisted us they informed us they do not do cancellations in the shop, but they have logged a request ( ********** 2) that will contact me to cancel the contract. it is no a month later and another debit order processed and I have still not been contacted. this is not what I would expect from a service point of view.