Cancellation of landline service

I app**** to have my Telkom landline cancelled on the 28th September 2017 by sending the document to the mailbox.

I also cancelled my service online on the 29th September 2017. I received an automated email saying I would be contacted in 21 days.

I received an email on the 17th October saying they tried contacting me but could not get hold of me and will contact me in 24 hours. It’s been nearly a month and still nothing.

I refuse to pay for a service I no longer want and requested to be cancelled. Can this please be escalated?