Cancelation nightmare

I cancelled my showmax subscription 2023/09/16 . I took the payment method thru my Telkom account . Since i cancelled my subscription they have not semt me confirmation of cancelation . The subscription is still linked to my Telkom account . Telkom can not cancel the subscription without a refference number . For over 5 months now i have tried to get it . Everytime showmax chat agents say that they will escalate the matter . The first agent that gave me a escalation number was Nerry #INC-7320 . Today i did a follow up on the escalation . The first agent i was in contact with Luyanda said that telkom isnt a paymemt method anymore . I explained the whole story again . She said that i must wait a bit , i waited till the chat timed out . Second agent that i got in contact with Siphesihle . I also explained the whole story again . He just told me to email Showmax . Why is it taking so long for somebody to do the job they are paid to do ? Why cant you just do the cancelationand give me a refference number ? What is the use of escalating issues that dont get resolved ?