Bad Service from Special Needs Cancellation Department

I sent off a request to cancel my mother in laws cellphone contract on the 21st of January with the requested documents to allow me to proceed on her behalf. I received a confirmation that it would take between 48 and 72 hours to process. After hearing nothing, I followed up on the 5th Feb and still have no reply. The person who is responsible is Gugulethu Khuzwayo.