Vox Camcellation letter

Vox made me pay my account at vericred ,and i paid and finished as i was not working at the time i had missed payment ,now they failing to send me the cancellation letter and my account is still active when trying to apply with another service provider i ahve sent emails and called all they say is the issue is being sorted out now i have toi sit with a house wiyth no internet access.this is ridiculous as i finished paying for there account two months ago and i am still waiating for canacelation letter,very poor service