Terrible service. Cancelation ****s

Why is it so hard to cancel a contract even with calls and notifications being given so early? It's been 4 months of me calling to cancel a contract, now I'm being told that I have to pay fees that have accumulated because I didn't cancel it before they can start the cancellation process. Both me and my fiancé have had a terrible experience even with confirmation from the call center agents that our calls appear on the system. Is this in line with your market conduct standards Vodacom?