Bad Service from Telkom

On 19 October 2022 I emailed documents to this email *** it is for decreased account holders it is to cancel an account as the account holder is deceased they sent me an automatic response in the response sent I was also informed that cancelations take 60 days today it is 22 March 2023 the account still have not been closed do they expect me now to send the documents again then the 60 days will start from the beginning or what.