Central renewal and Cancellation

I have sent a request to Telkom to upgrade my contract to another deal as the deal that I currently have is about to expire. They did not even bother calling me and my request was closed.Then I logged another request on the app an to date no body has contacted me. I decided then to cancel my contract but now I was told to do the cancellation on the portal which is not user friendly at all. I even went on Facebook and sent an inbox on the 22/02/2019 and I only received a response from the social media team yesterday...I've heard horror stories about Telkom and I've never had a real big issue with them until now. It seems as if Telkom is not interested in taking care of their existing clients and why is there only 1 method of cancelling your contract. If I cannot do the cancellation online surely there should be an alternative way to cancel should one experience issues with the online cancellation. I'm really failing to understand how you people work.