Cannot cancel Telkom line!

I went into a Telkom branch (Rosebank) on 30 November 2015 to cancel my Telkom line. They could not process cancellations but sent an email with all of the documents required t the cancellation email address. The automatic response provided a *** - and said wait 48-72 business hours (what business hours are, I don't know) for someone to contact me. Now, 10 days later, there is still no response. I called the call centre on 5 Decemeber and again on 10 December to make sure that my line was in the process of being cancelled, but they have no record of this. The person I spoke to on the 10th, Nomonde Khuzwayo, said she would email them on my behalf and CC me - that is yet to happen too! What do I need to do to cancel my line? Stop paying?