Disgusting telkom

My aunt cancelled her landline and ADSL line 12 months ago. We haven’t received an account in any form, neither did we receive any phone call or any communication that this was not done. Now all of a sudden 12 months down the line she gets a call to say she owes R4500 or something and she has been handed over. When you email telkom there is no reply. How is this possible. Absolutely disgusting that a person and also a pensioner is treated this way.