FAILURE TO CANCEL CONTRACT DESPITE TERMINATION FEE PAID

My wife app**** to cancel her contract last year early December - to which we submitted all required documents and paid a termination fee as the contract is only due to end on the 2nd of March 2018. Mid December I phoned Vodacom cancellation department again asking why the contract still has not been cancelled. They said according to their protocols, the contract can only be cancelled on the 31st of December 2017 and the number should be on prepaid by the 1st January 2018. I asked what about the termination fee, which was priced for 3 months - to which they said there is nothing they can do which leaves me losing out, having paid for nothing. Come the 2nd Jan 2018, contract still not cancelled and I phoned again on the 3rd Jan to query what is going on. The consultant said that the contract was still active and he admitted it was their mistake because all the documents and payments were in order and said that he cancelled the contract immediately while I was on the phone with him and that after a few hours the number should be on prepaid. The reason why we cancelled the contract is so that the number can be ported to another network provider. Up til this week the port cannot be done because it keeps getting declined due to Vodacom not approving the port which previously was because the contract was still active. Vodacom are just not playing ball and I am losing out. I tried to phone again today, but no one is answering the cancellations number after multiple attempts of trying to reach them.