Contract cancelation refusal and no assistance. POOR service. No help received what so ever

The service we have received is Horrible. Was helping my mom to cancel her contact with Vodacom since late last year. Everytime we call they ask unnecessary questions. The last time we called around August and they advised the cancelation department is closed and the lady mentioned that this will be resolved and the contract will be cancelled till today it has not been canceled. For the past 2 months they have deducted an extra 100. My mom doesnt work anymore and they just refuse to cancel. I was talking to a call centre consultant today from the call centre he didnt want to transfer to a manager and advised that back offices escalations team doesnt have phone numbers. This is horrible to see my mom has been trying to call which is waste of time. I dislike the service we've been trying to cancel the contract since last year.