CANCELLATION OF EXPIRED CONTRACT

This is really unacceptable! I have 4 reference numbers and no progress… My cellphone contract expired (according to an sms) on 26 June 2020. Due to lockdown I went into the store somewhere in the middle June for assistance to follow up on the process of terminating the contract as I no longer want a contract (I was not aware we where required to call a so-called cancellation department) The in-store consultant tried to convince me to upgrade my contract as according to her I won’t be able to come back for another contract with the same cell number. I said very clearly that I DO NOT want an upgrade and to please terminate the contract. She made a call and said that at the end of July it should be sorted as a 30-day notice is needed. I understood that and had no objection in paying for July as it is only right regardless of knowing or not. At the end of July, I went back to the store to follow up and make sure that the process is going as it should. The in-store consultant informed me that the cancellation call was made but the status is not “completed” I was very confused and she advised that I call a number and provided me with a ref number. I phoned this number and a consultant informed me that a cancellation call was made and that I must have changed my mind and that the termination call was cancelled. I was shocked as I did NOT change my mind and definitely did not cancel the termination of the contract call. This consultant then advised that he has to contact his Team Leader and that someone will be in contact to review the query. I then emailed customer care and a “retentions cancellations” email about my complaint. Customer care responded with a response reference number and saying the following; “Due to technical issues we are unable to contact you. Kindly be advised that although we would love to assist, cancellation are unfortunately out of our specified work-scope. We do not have the required systems or access to provide you with the required assistance. Please be advised that for all your cancellation requests and cancellation related queries, you are required to please contact our Cancellations Team directly as they will be best equipped to assist." The “retentions cancellations” email as of yet has not responded or assisted. I contact the number provided for this apparent “Cancellations Team” again for a follow up and the lady advises she cannot assist and that she has to contact her team leader but that she will try to escalate my query. Again, I was only provided with a ref number. This “Cancellations Team” is neither best equipped to deal with my matter as they continually have to contact their Team leader. These so-called Team Leaders are not contacting me with assistance either which is ridiculous, as it is August already and my contract is still being billed!