Unresolved cancellation even after early payment - Horrific

I've been requesting a cancellation from Vodacom for the last 2 weeks. I've made the required early cancellation payment and sent through all this documentation. I've been advised that they cannot find the payment after providing the proof of payment to them. When escalated to the manager at cancellations Tshedza Ramavhale is never available. The consultant Collen Mbatha promised to return my call and assist through escalating bu hasn't done so. @Vodacom, are your internal processes this poor that even after sharing the payment reference you still cannot track it after 2 weeks? Or is this just corporate bullying that you're trying to instill?