Cancellation of Order

I recently app**** for FTTH at Telkom. Since my application I cancelled the request as i received a better package from another ISP. The problem now is that neither Telkom nor Openserve can assist or want to assist as the other ISP cannot place the order at Openserve as there is already an order from Telkom for the same address. All that Telkom tells me it has been cancelled and clearly it has not been cancelled by Telkom at Openserve as the other ISP orders are being blocked. Trying to phone someone to assist is a lost case. Why can this not be submitted as a cancellation to Openserve from Telkom why the run around. Why cant the Telkom people see the active orders and just cancel the order?