Early cancelation or termination

On the 2nd of October, I called to get settlement balance for all my contacts. I paid the settlement immediately then called in 3days later to request an early termination or cancelation, what ever its called. They told me settlement request was canceled, so they need to issue me another one. Okay no problem. I agreed. But I still mentioned to the consultant that I have been paid already. She gave another settlement balance, I sent proof of payments. Then she advised I need to be credited back as I paid extra. She logged the query, I received a ref for it. But today I am calling to check how far my request to cancel or terminate my contracts is, but I was advised there no request for cancelation or termination was sent through. So my account are still active. I am so irate about this and also it's like the consultant don't even have empathy, they don't have solutions. Nothing. Just told me she can't assist me and that I need to call cancelation dept again tomorrow to log yet another request. I always thought so highly of Vodacom because all my queries were always auctioned with no issues, am surprised this is the worst experience I am having with them.