Vodacom staff incapable of doing a simple contract cancellation

I had a contract on my account that was due to end on 23 November 2019. After talking to Customer Care, they told me that if I didn't want the contract to keep going (on a month-to-month basis), I should call in the cancellation a month in advance. So I called them and spoke to Felicia at Cancellations on at 13:48 on 21 October 2019. She assured me that the contract would not continue after the contract term and the SIM would be converted to pre-paid.

I then called Cancellations again at 08:54 on 2 December 2019 to check if everything was in order, and was told by Lungisani that the contract was in fact NOT cancelled. It was then escalated to Accounts, but no feedback was ever given. I was told by Lungisani that the cancellation was then put through for the end of December.

After receiving another bill for the 'cancelled' number, I went to Vodaworld in Midrand at 16:03 on 9 December where Kedi at Customer Services helped me. She gave me her personal number as well as a reference number if I had any issues. She said that she couldn't see that any cancellation was ever made for the number, meaning that neither Felicia nor Lungisani actually (in my opinion) did their job.

On 7 January 2020, my debit order went off my account, and when I look at my statement, the number I wanted to cancel is still on my account. Now here is my question: Vodacom, why is it so difficult for your staff to do put through a simple cancellation? Why do none of your staff ever give feedback, even when they say they would? And how long will it now take to get my money back that you took without consent (*****ing)?