Cancellation not processed

Vodacom was contacted regarding 3 contracts that needed to be cancelled on the 7th August. Payments were made the same day with supporting documents. An automatic response was received on the 9th August stating that emails would be responded to within 24hours and a reference number was received. Cards are still active on the 8th of September and no contact has been made by Vodacom was. Speaking to Nadia on their number 082111 to find out what the problem is and why the account hasn't been cancelled, I hear some ***** story and told I'm not the account holder so I must send my query to a nameless person via retention email address. The same email address I am waiting to have the contracts cancelled. Pathetic service.