Very disappointed

Last week Friday I requested a callback from Telkom to cancel the contract that I had with them, so the agent did call but I forgot her name so she asked me the reason for cancellation then I did mansion why am cancelling, so she then disconnected the call without informing me whether if the contract is cancelled on not then after that I saw my sim card not working. so to my surprise I did not asked her to deactivate the sim card like we did not finalized everything with her because the sim card still have my air time and data . After I called them to asked them why the sim card is deactivated because I only wanted to cancel the contract but I was told the an email will be escalated to the relevant department and my sim card will be activated within 24 hours but till today is not working and I called today but nothing is happening.