Contract not cancelled

I started a contract in June 2020 with Vidacom. 24 months. I called 2 months before the 24 months were up but I was advised to call a month before which I did. I canceled telepgonically but was advised they do not supply reference numbers. I took down the agent's name and her supervisor's details. The contract was not canceled, my account went into arrears and I have now been handed over.