Failure to cancel my contact

Early this year 2 of my contracts I have with telkom mobile came to an end and I did not want to renew so I went to the store to cancel and I was told I need to fill in form and I did that, the lady that helped told me I would receive a call from the retentions department in 72 hrs so i waited for 3 weeks and i never got the cal so i went again and I was told to fill in the form which I did and still did not receive the call so even today my contacts are not cancelled. few weeks back I went to the store to complained and I was told there is nothing they can do but wait for the call. Why is telkom making it so hard to cancell but easy to signup?