Unprocessed Cancellation

Hi there<br> <br> Last month (after a 1 hour wait on the line) (31/08/2015) I logged a cancellation of my fixed land line with your call centre. When asking for a reference number, they had told me that the cancellation is in process, but they cannot give a reference number until the manager approves it. I insisted, but eventually accepted it. <br> <br> Today, a lady at the call centre informs me that there is no cancellation pending, that they do not have a cancellations department anymore, and that there is now a form to filled out. <br> <br> I sent messages on your twitter account, after which I was informed of what to do. I sent the required mail, but there was no reply on the mailing address. <br> <br> Can someone please contact me and figure out what went wrong here? <br> <br> Thanks!