Useless service

We have a business data contract which expired long ago and we've been continuing on a month to month basis. On 17.12.2024 we called Vodacom to ask what is required to cancel the contract and to continue with the number as a pre-paid - sent to *** as requested. The e-mail and documents were acknowledged by Vodacom on 17.12.2024 and confirmation that it has been allocated for processing - from VCS BS Ret & Cancell <***> Our account just continued to be debited. When we called again on 05.05.2025, we were told to use another e-mail address as the initial one no longer exists (but it was acknowledged...) We forwarded the December e-mail to *** and cc'ed the contractor as requested. Again nothing has been done and we have been debited again. When I called this morning, I called the business account department, just to be transferred to the fibre department. I retried the business account department, and again they couldn't help me and said I can send a complaint to the normal customer care number. How is it possible that such a simple instruction cannot be processed, even when everything has been done as requested by Vodacom? We need the refunds to be processed ASAP.