They don't know what they are doing

My router is long past its 24 months contract.I have been into PE-the bridge Telkom 3months ago to cancel this contract.All the papers were signed and I got a reference number. Well 2-3 weeks ago I went to the Telkom store in the bridge and were told that they can't look into it ,I should handle it myself.So I used my own cell and called them from the store while all the agents are standing around...I was than told by the call centre that my file were in the wrong queue and it will be sorted out asap.I was promised an email to confirm this and I couldn't get a reference number for the call???Today I spoke to the call centre again and were told my contract is still active,I ### KNOW THIS THATS WHY IM CALLING ***...and no cancelation were ever reported on this....so how can I get this contract canceled if the store can't help me and the call centre can't help????Do they even know what they are doing????