Cancellation issues

I have been having issues with the Telkom agents and how they tread there clients for the past two years. And now I have experienced another very poor service from Telkom. I called in on the 26/4/2018 requesting for my contract to be cancelled and I was then told by Telkom agent, sihle ngwenya tgat I cant cancel my contract then and I’ll have to fill in the cancellation form and send it back to the relevant department. He then sent the documents, which I later filled in and sent to the relevant department. Now when I called on the 25/05/2018 to check if my cancellation was went through. One of the agents I spoke to, Khensani ngobeni told me that the cancellation is no longer done via application. But one needs to do an on line cancellation. I was not happy with how they misinform the clients and I told her I will send the application form as I was told that’s the right way of cancelling (through application from). I then sent the application form and asked her to confirm with me if it went through. She never gotten back to me. Only today (18/06/2018) when I call in the morning and spoke to letlhohonolo lekeke. That’s when I found out that I will called on the 20th of June 2018 to check if I’m still interested in upgrading or cancelling. That came as a shock cause all that he was saying was new again to me. I received an email on the 18/06/2018 13:00 form Khensani stating that the cancellation wasn’t successful cause I didn’t fill in the reference number. I will not resend the application form as I was not gotten back to as I discussed with Khensani to get back to me. I want my contract cancelled and keep my numbers ASAP before I escalate the matter to ombudsman. I’m sick and tired of Telkoms torture!