Appalling Service

I requested to cancel my Telkom cell phone contract with Telkom and put in my 30 days cancelation notice. First the lady at the branch on Saturday 23rd January 2021 confirmed she sent the cancelation and I would receive an sms confirmation. When I didn't receive the sms I called the call center on Sunday and the lady confirmed that they did not receive any cancelation requests and she then loaded the cancelation notice after which I received the sms confirmation. On Tuesday I received an sms stating that my reference was canceled and closed. When I tried calling the call center and entered my cell phone number the automated voice said I must use the whatsapp service and cancel the call. The whatsapp service does not proan option to cancel my contract. I really want to know why I can't cancel my contract, how can the cancelation be declined and why nobody would contact me to inform me about this or why I am unable to call the customer service center???