Premature Cancellation

I want to cancel my phone prematurely. I am being send from pillar to post. I called in last week Friday to the call center and the agent asked me if I can read as it states what I need to do. I had to go to the branch to pay the premature amount as they dont give you bank details and expect you to find out on your own. From the time I logged this request I have had no help. Branch doesnt do cancellations, call centre doesnt do installations and they gave me an email address :*** which is for businesses so no help there either. Payment has been done to cancel but still waiting for some type of answer