Unsatisfactory customers service

I ask vodacom for a quatation to cancel my contract .On 25 July I paid the amount of R1264.56 at Welkom Vodacom shop. I email the receipt with a copy of my id and the quatation of vodacom to the retention department. On the 26 Julynette I phone the retention department which they indicate they are working on my application

To my surprise when I phone on the 1 August to confirm if my contract is cancelled they never have done anything

Vodacom is now again going to deduct the debit order from my bank which I am not happy about as I did paid to end this contract