Bad service from the staff Telkom Rosebank Branch

On the 7 of February I contact Nadia of Telkom Rosebank Mall branch and I told her that I wanted to cancel my contract which ends on the 23 of May 2018 and go to a prepay since I would go away to overseas for long time. Nadia said that I would have to pay a penalty of 800.00 rand which i agreed, when I asked if I had to pay to on the branch she told me that the 800.00 Rand would go through my debit order. That was never done . Today the 1st of March I went to Telkom Rosebank Branch only to find out that I had to fill a cancellation form and send to ********** .Nadia never mention that I had to fill the form. So I understand that Telkom Rosebank Branch does not a correct training to deal with the customer.Very bad service and that is not acceptable .