8ta / Telkom Mobile
2 Months later still billed for cancelled contract

I requested to have one of my 8ta data contract, which is already over the 2 year contract period, to be cancelled over 2 months ago. I was told that the maximum response time is 21 days for the cancellation to be completed, which is fair business practice. But now over 2 months later the line is still active and my account is being debitted for something I requested to be cancelled.
Following up I was told that my account is not cancelled because it was handed over to the retention department, which even today have not called me to attempt to retain my business.
Please assist in cancelling the requested line and reimbursing my account.