Cancellation

In December 2018 , my dad was told to go online to cancel his service as he was moving house. We created him a profile, did the application for cancellation and uploaded his id doc. No ref number nothing was supp**** apart from the OTP. He is 76 years old and has now received a letter of demand for the service. We contacted the collection agency and was rudely informed that he must pay the account and he should know how to use the internet. Today, a helpful lady from another agency is trying to assist us...she asked that we get a dispute logged as the cancellation procedure was followed. I spoke to a lady at Telkom and was given a reference for the dispute but she kept on repeating herself and saying that there is no cancellation order. I insisted that a dispute be logged and pray that they will pass the relevant credits as they can see that there is no usage and he has moved out of that premises and it is currently being occupied by new tenants. Telkom needs to have a better cancellation process than having this done online.... My dad at this age cannot be expected to pay for a service that he has not received or does not want. What we want is for someone to help rectify this ASAP.