Billed for account cancelled multiple times

I have attempted 3 times to cancel a Telkom line. 17 October 2017y I received a threatening email from a company acting on Telkom's behalf. Below is a sequence of events:

• 1 December 2015: we sold and moved from our house; • December 2015: I attempted to cancel the line. I was told I couldn’t, I had to settle the last month’s bill first; • December 2015: I go to the store in Cresta and try to pay my bill and cancel the line. I am told that I cannot pay my bill there. They make a note and assure me as soon as the amount is paid, the line will be cancelled; • December/ January 2016: I manage to pay the bill and check to make sure the line will be cancelled; • February/March: I receive a bill. I go to the Clearwater Mall store and log the request again; • November 2016: I receive a call from Audrey at a place with the following number ********** demanding payment. I provide her with my last reference number. I never hear from her again; • February 2017: my handbag is ****** and I loose my reference numbers; • 18 October 2017: I receive an SMS from a no-reply number saying “FINAL DEMAND: BOTHA despite numerous demands your account remains in default. We have instructions to issue summons. Tel ********** 668”. I try to phone the landline number multiple times but it is engaged. Eventually my husband gets through. There is an electronic answering system, but there isn’t an option for Telkom enquiries.

I would like to know:

• what a person has to do to cancel a line; • why you let a bill run up for almost 18 months, especially since there is no activity on the line.

I would like you:

• To explain to me what a person has to do to cancel the line; • Then please cancel this line; • Explain to me why you let a bill run up for almost 18 months, especially since there is no activity on the line.