CAN'T CANCEL! BATTLE OF THE REFERENCE NUMBER!

I went into a Vodacom store on 12 November 2017 (Centurion Mall) and the agent assisted me in cancelling my contract due to expire on 28 December 2017. He phoned into the Retention Call Center for me where I spoke to Phiwo who assured me that there's no outstanding money owing on my account and that my contract will be cancelled on 28 December 2017. I even asked for a reference number which is: 450 423 82. I thought just to double check this and phoned into the call center again on 30 November 2017. I was shocked when I was told that my contract cancellation was not loaded, that if I wanted to cancel I needed to pay R4790.48 to "buy out" my contract - which makes no sense because my contract runs from December - December and I usually upgrade in September. I cannot understand how you people work. When I first decided to cancel my contract I noticed that my contract end date had suddenly moved from December to July 2018...yesterday I was told that I can only cancel in November 2018. I am not allowed to upgrade because my line was suspended for a few months, yet, there's no outstanding balance that anyone can confirm as what I have been paying. I'm paying for a contract that I'm no longer using and I just want the thing cancelled. I'm also still paying for a device that I've paid off already! I refuse to pay another sent if someone does not send me all my statements from August 2016 to date, which by the way I have not been receiving for the last 10 years because a simple email address cannot be updated! I want the recording from 12 November 2017 as well as my statements and I want this contract cancelled. Next stop ombud.