I also had the exact same problem with them about a year ago. I finally got it sorted out after 5 months... My philosophy in cases like this "I want to speak to your manager please". Inevitably the person will tell you that his manager is in a meeting or is unavailable. Instead of leaving a message or phoning back I then immediately ask to speak to the manager's manager. At this stage you will hear hesitation on the person's side, and they will ask you to hold on. After a minute or two someone (either a colleague of the person on the phone, or the manager that was in a 'meeting' a minute ago) will take your call. I then calmly (its important not to get upset, because the original person would have told them that you are difficult, and being calm immediately throws the manager of guard because that is not what he was expecting) explain my propblem, and ask him to rectify the matter immediately. He will of course make alot of promises, but then catch him with proof that it has been cancelled. If he can not supply this immediately, you then ask to speak to his manager. At this stage you either get what you wanted, or you will be transfered to his manager. Rinse and repeat until you get what you want.
Another option, that I have used to mixed success with other companies, is I initially follow the route that I outlined above, but when I get to a manager that is senior enough, and Im still not getting any joy, I ask for his, his managers and their complaints departments email address. I would then phone a local newspaper (like Beeld that has a consumer complaints section). I would write up my story with all the facts, and mail it to the newspaper. I would also CC the people at the company. This is very effective in getting a quick assist because they want to head of bad publicity.
About 3-4 years ago I had a big problem with MTN. They just could not get my account sorted out. For a period of three months they kept on double debiting my account, notice their mistake and then again double crediting my account. This effectively meant that my service was suspended 75% of the month until they could fix this. Despite screaming, shouting from my side, they just could not fix it. Apparently their computer systems was responsible for this and there was nothing they could do about it. Incidently this cost me my job at the time, because my work was totally dependant on my using my cellphone, but that is an aside. Following the above procedure I was able to sort it out, though I eventually had to speak to the MD about it. They sorted out my account for me, but the damage had been done, and after a few months I cancelled my contract and went to vodacom.
