Contract cancelation not getting help

I'm trying to cancel my contract with Telkom which has ended, but I'm not getting help. I'm told that I need to register online which I did. But when I go to the account it doesn't not have any details. Tried calling them I'm told I won't be able to cancel without an online reference number. This is so frastrating being sent from pillar to post and at this stage I don't what to do. I'm being debited for the services I'm not using. Why only implement one option that is not working not everyone can use online services.