Cancellation not processed - *********** employees

I requested a contract cancellation in Aug2021. i received a quote on the 5th, I made payment of R2000 and sent through all document requested to *** Today I have been debited and being told that my contract was not cancelled and need to pay another early cancellation fee or +R1000. Why am i as a customer being punished for the incompetence of your employees when i did everything i was told to do within the 14day frame given