Cancellation of contract

I am due an upgrade as per my contract, so since March tried to upgrade. 2 months later got a hold of a call Centre agent who advised I can change my contract to a mobile device, however her system was down so she couldn’t assist. I should call back which I did and hear advised what she told me I can I now can’t do. 2 -3 months later.Then I cancelled my contract 12/06/2020 case#***3, 2 days later message received saying my case is closed. However I have no clue what that means! So I try and again call however waiting time to spk to someone is more 30mins and I spent already almost 500R in airtime trying to reach telkom! Still no luck! I would like telkom to provide the service they claim to have and provide me with written confirmation cancellation of contract in place and my debit order has been cancelled!