Cancellations

I phoned virgin from the virgin mobile shop in pavilion on 18/11/2015 and requested a cancellation of my mobile line. After a long conversation on why i want the contract cancelled.The consultant told me the i cant cancel immediately ant it will take 30 days. I had no problem with that...I phoned today to confirm what date this contract will be terminated and the consultant could not tell me the date after a long wait she confirmed my call to cancel but they did not cancel it for some unknown reason so i asked to speak with her manager she said please hold ...after 21 minutes of holding on they cut the call.....I'm STILL HOLDING VIRGIN!!!