I want my debit order reversed

I was misinformed by a consultant at Vox cancellation department on when my 12 month term ends so that i do not pay the penalty fee of +/- R2700 for early cancellation. I called in July 2020 and was told that my term ends in November 2020 and i need to give notice in October to avoid penalty fee. After speaking to a Lyn & Philip i was advised that the inception was January 2019 and the 12 month lapsed along time ago. I requested that my contract be terminated immediately and no debit to go off in September. I have sent 3 email and promised a manager will call me, to date my debit order has gone off my account and no feedback from VOX