Fibre cancellation and refund

On the 17th of November 2022 i called Vodacom to cancel/relocate my fibre conection. Myself and the consultant found technical difficulties with relocating my connection. long story short i requested him to cancel and he emailed me confirmation that he would process the cancellation. i later realised that no cancellation was done because Vodacom was still deducting premiums. i called sometime in Jan i think on the 25/6 and i was told that no cancellation was processed evnthough i have an email from the consultant confirming the cancellation. then i was told i still need to provide notice. Vodacom it not taking accountability and cancelling this account the day the consultant confirmed it would be. i need this account canceled back dated and a refund to be processed.