Dissatisfied customer!!

I had been advised by a agent that my wifi contract was about to expire so i followed the cancelation procedure by sending an email as i did not want the automatic month to month.A response email was sent acknowledging my email and i was assured that the matter was going to be handled.Nothing happened now it's 4 months later!Telkom is not a good company their contràct cancellation policy sucks!Why is it that a customer cannot cancel over the phone?It's very easy for them to offer you a contract over the phone with a verbal agreement however when you want to cancel the process is unnecessarily long.I wouldn't advise any of my family and friends to enter on a contract agreement with this company!