Telkom LTE contract cancellation - lack of business ethics

I requested an LTE contract cancellation on 20 December 2017 and received a case number ********** 0. Followed up 3 times and emailed details of the cancellation with no cancellation being done. I asked the consultant when the cancellation would be done. No estimation on the turnaround time was provided. Instead, I was "offered another opportunity" to send an email so that that an escalation could be made (for the third time). I am considering canceling the debit order at this time and getting my lawyer involved.