Cancelling telkom contract

Since covid 19 a lot of people are struggling financially. I am one of them. Cancelling a month to month service takes 3 months to process and we the consumer keep on paying for the slowness of service. I went into the telkom shop to confirm cancellation and the employee of telkom ensured me that the end of august is the last month the money will be deducted, to my shock I recieved a statement showing that the cancelled month to month service will still be deducted this month. Why does it take so long to process cancellations? Why do we need to struggle through the portal to cancell are you making it intentionally difficult?