Attempting to cancel my telkom account for over a year now

Ive been attemting to cancell my telkom account since mid 2017 with no joy, I first attempted to cancel at a telkom store in Richards Bay. A guy that worked at the telkom store assisted me with filling out cancelation forms in order to cancel my account but for some reason this never happend, when I called the call center they said they have no record of this cancellation, I then went back to the store the guy assured me that everything was done from his side and says that i need to follow up with the call center, but uptill now there is still no record of this and this has been escalated several times but I never got a responce till today, ive attemted cancelling online but the webpage just hangs when uploading supporting documents, idont know what else to do, why is this so difficult, telkom keeps billing me every month for a line thats now suspended for over a year and im no longer living at the residence. I need someone from telkom to resolve my issue ASAP!