Vodacom decides to upgrade my account when I requested to cancel my contract

Phone in on 20/01/2021 to cancel my contract that had a cancellation date of 14/02/2021. Vodacom then decides to upgrade my contract on my request to cancel. To date Vodacom is still charging me. Phoned in consultant can only escalate the matter but it has no reference number or turnaround time. Oh and to top it of there is NO managers on the floor and they are not allowed to give out there managers names... guess that's why the consultant are doing whatever they want. Worst service provider ever and you cant even get rid of them!!