ESCALATION.......MEANS ABSOLUTELY NOTHING WHEN DEALING WITH TELKOM

The only word that those working for this company seem to use - is ESCALATE !! I cancelled my ADSL service in January this year - filled out the forms and sent through documents as requested - I received an automated response - I assumed when I heard nothing that all was fine and the cancellation would go ahead. When i received the next account - I left it as is and paid as I was aware of the cancellation period, however when the next account arrived - the service was still on - so I called and spoke to Babalwe -who advised that there was no cancellation on my account - that I should send all the email that I had sent plus the automated response and that she would ESCALATE this to the cancellations department. I emailed everything - with no response...when the account arrived the next month...lo and behold.....the charges where on the account again...this time I spoke to Nosicelo - who told me that there was.......NO ESCALATION....or cancellation on my account.....and that I should please email the documents......and she would ESCALATE..the problem to cancellation department.....My account has just arrived................NO CANCELLATION.......I will call again - proabley to be told the same story. TELKOM - PLEASE HELP ME UNDERSTAND......WHY IS A THING AS SIMPLE AS A CANCELLATION NOT DONE!!!!!! Each month the bill is paid - because if not we are blacklisted.....due to your company and staffs incompetence