Unable to close account despite numerous requests

Good day - I tried on the 30th December 2015 to use your 10210 number to arrange for the cancellation of my contract, but despite numerous attempts my calls were never answered. On 30 December I then used your facebook page to talk to a consultant, and was given the email details for your cancellation division. I submitted the required documentation on the 30th of December and again on the 5th of January, received your automated response that I would be contacted within 48 - 72 hours (which has yet to happen). On Tuesday 5 Jan I once again contacted your fb page, and was told that the matter would be investigated, and that I would get an answer shortly. It is now the 7th of January, and I have still not been able to cancel my contract!! I am supposed to give 20 days' notice, but it has so far taken me more than a week to get a reaction - I don't see that I have to pay for the delay in the service you provide, and I would TRULY appreciate it if someone would now be so kind as to respond to my request to cancel my contract, without penalising me for the delay on YOUR side.