Call centre does not listen, process upgrade instead of cancellation

Sisipho does not listen to client. I asked for contract cancellation, then she processed a bundle of 20gig. This is unacceptable. All calls are recorded so how can she process a request which was not asked for. Now I need to speak to another agent, then I have to phone another department to stop the upgrade. I want my contract cancelled with inmediate effect. I phoned *** and went through option 2 then 2 again to finalise a cancellation