Cancellation of service shouldn't take this long

I went in to Telkom to cancel my acc with them on the with October 2017 now it is 2 months later and the line still hasn't been cancelled and I receive and invoice saying I owe them money when every month my acc was paid on time. So today I go to the telkom store at Clearwater mall they are sorry but I have to contact the call centre to cancel the line or redo it online so the what is the point of having a store if you still have to sit on the phone