Cancelation of contract

I spoke to Ntokozo Nala on the 8th of April canceling my contract, taking my number back to prepaid, however m still waiting for my cancelation sms and email. I called again after Easter holidays and I spoke to some other consultant, saying she can't process my cancelation as Ntokozo activated some 18rand nonsense I don't know about. I want all of that to be sorted out and call me back asap, as the service m receiving is not acceptable at all and let me know what is going to be done regarding Ntokozo Nala actions