Contract Pending even though it was cancelled

On the 25th October 2019 I contacted Vodacom Customer Care to cancel my existing contract & spoke to Antoinette @ 17:50 & asked her to cancel the contract, she tried to convince me not to cancel I had explain to her why i was cancelling (of which I didn't think it was necessary but I did) & the end of that conversation she said she will process the cancellation. 2 weeks back i went to Game Stores to take out a new contract & i was told that i did not qualify for the deals that they had as I still have an active contract with Vodacom & i was legible for an upgrade & that account was "pending".

Can someone at Vodacom explain this, as if they go back & listen to the call recording on that day, they would clearly hear me telling Antoinette to cancel this contract.