Difficulty in cancelling Telkom services

I have had Telkom ADSL for many years now. Recently I have upgraded to Herotel Fibre Uncapped. I have cancelled my Telkom line and internet from Telkom on 1 September 2020 SMS received from Telkom : "Telkom Cancellation Case: ***7 has been logged for Service TIN***" "Telkom Cancellation Case: ***4 has been logged for Service ***"

On 21 September I have received sms's from them stating the following : "Telkom SA: Dear Customer, your report reference ***4 was cancelled. If you have any queries please contact Telkom on 10210 for Residential or 10217 for Business Services."

I have not cancelled my instruction to cancel. I have phoned them on 2020/11/12 and spoke to someone by the name of Papama.

She informed me that this call was for a relocation. It took some time to convince her that I have not requested a relocation but a cancelation.

She stated that she can cancel the call for me immediately, but that would entail a penalty fee payable. I told her that is unsatisfactory seeing that I have logged a call on their website more than 2 months ago.

She escalated the call with case nr ***1 "Telkom SA: Dear Customer, Ticket *** is created for service ***. We will fix the issue soon. Please do not reply to the SMS."

I have since then received another SMS that my service has been restored successfully "Telkom SA: Dear Customer, Ticket *** on service *** is restored. If not satisfied reply with YES. This fault will automatically close in 48 hrs should no response be received."

My internet access have been cancelled but my landline not. I don't understand what is so difficult in understanding to cancel their service.