Contract cancellation process not user friendly

I have been a telkom customer for many years .I was happy with the service until i visted telkom @mall of africa.The consultant was not interested in helping me just reffered me to online self service. I guess he was just annoyed by me because i was not there to purchase. I have contracts that expired end of August 2018 and i am having a problem with cancelling the contract.I called the call centre i was given information on how cancel online and i have been experiecing problems with this online self service hence i went to the store .Telkom i need someone to help me cancel this contract,i dont understand why does it have to be so complicated to cancel the contract that expired ,why cant a customer do this on the phone or at your store?