VODACOM CREDIT NOT PASSED

One of our company's cellphone contracts needed to be cancelled. After liasing with agent (informing us of the process to cancel a contract...letter on company letterhead etc) we cancelled the contract on the 17th August 2022, almost a yeat later we received an email stating that the so called account that should have been terminated was still active. After numerous emails and visits to the store, an investigation was finally put in place. Mangement eventually went past the Vodacom store to inquire how the credit would work and when the credit would be passed only to be told they following below:

As communicated by the consultant at the start of this email trail , we would need a reference number to pass the credit if it was sent to our department and not processed. This was not the case in this regard. The dealer set with the cancellation letter and did not send it for processing so they need to take responsibility for that credit. The PAM would need to support the Dealer in getting the memo signed off and sent to VB Credits for processing. The credit will not be processed from the cancellations team unless we have made the mistake

This is unacceptable because clearly this is an internal problem and they are trying to make it my problem. I have requested that the CEO contacts me urgently to resolve this issue but no feeback from anyone