Cancellation of services impossible

Cancellation of fixed line impossible. We have personally gone to the Telkom office in Northgate to request cancellation of our fixed telephone line as we now have fibre. Our first contact was on 9th November 2017 we filled out the requested forms and submitted a copy of ID Document.On 11th January & 26th February i sent an e-mail with copies of documents submitted to ********** and to a private e-mail address of the person on 10210 line which was given to me when we called to query what was happening.It is now nearly two months later and still the phone line has not been cancelled. How do we stop the phone line if repeated requests are ignored. We will stop paying the account and maybe service will be cut off