Cannot remove numbers off our Telkom account

I have been trying to remove 10 numbers from our Telkom account for 3 months since we have moved to a SIP account. I have sent 3 email requests and had the matter escalated with Telkom twice yet the numbers keep appearing on our account and we get billed for them. The first email was sent on the 27 June with all relevant documentation that was request and a letter on our company letter head. Please advise why this hasn't been cancelled. We are not paying for this account until the numbers are removed.