Cancellation request ignored

Good Day

I wanted to cancel my internet package I have at Telkom. I contacted them for the paperwork which they provided and I completed and they also gave me an email address to send the documents too - which I did on 18 October 2017. I received an email back acknowledging receipt and a SLA of 21 days. So I waited patiently. And today I checked and sim is still active. I contacted them and was not advised that I sent the cancellation papers to the wrong cancellations team and that I will have to resend it and waiting another 21 working days. So Telkom is penalising me for sending the documents to the email address they gave me. Also, if it was the incorrect email and based on there acknowledgement email they received it, why not contact me and inform me then to re send. So in essence they have ignored my request entirely. This is pathetic - as if my request fell into a black hole never to be seen again even though I provided my cell number should they need to contact me about the cancellation. So now the lady I dealt with said she will try and escalate it - TRY is not an option. They MUST. What about Treating Customers Fairly? What about good customer service? And while they decide if they want to assist., they are getting approximately R500 a month from me for something I no longer use. I cannot understand what they have been doing with a client request received 18 October 2017 and have not actioned a thing to date - 12 Jan 2018.