Unhappy Customer

I have a 24 month contract phone with Telkom, which was taken some time last year between September and October. And around September this year I decided to call them and request a settlement letter from them and I was told that someone was going to call me back. Unfortunately I did not receive any calls and I decided to call them back for feedback, since nobody bothered to call me. The agent that assisted me the second time told me that the previous agent made a mistake of not putting it through and I understood because we're all humans and we make mistakes. So that agent promised to put my request through to the right department and I was told to wait 7 days. But I called, and it was way past the 7 days I was told about, and the agent that assisted me that time told me that I needed to fill and email a cancellation form which I did. And the agent told me that it was going to take up to 21 days and I was fine with that, because I understand that there is a process that needs to be followed as much as I have the right to cancel the contract according to the Consumer Protection Act of South Africa. The email was sent to the cancellation department on the 9th of November 2017 and I did not receive any emails or phone calls as a response to my request. Earlier on today I decided to call them and find out what was going on with the account and the agent that assisted me didn't know what was going with my request for the cancellation, she could not even tell if the email was received or not and she did not even offer any solution to follow-up on my query with the right department, since they are working for the same company. She simply told me to email, and I was not happy with that answer since I have not received any feedback after the email was sent to them. And the reason why I wanted to cancel the contract was because I wanted to limit myself on the money that I spend on airtime and data, because I wanted to finish my studies next year. Before I sent the email, I paid extra money on the account while I was still waiting for the settlement letter. But today when I enquired about the amount I still owe, it was a huge amount and I was very surprised that I still owe so much money. I'm really not happy with Telkom's services and I will certainly not refer any of family members and friends to take up contracts with them just because of the poor customer service and there's absolutely no feedback whatsoever I'm still waiting for something that I don't even know if it will happen now, because even in their branches they could not help and they would refer me to their call center that's not helpful.