Failure to close account

Telkom have not closed my account (account number: ***) after I cancelled in store within the cooling off period as the store sold me the wrong package @ R399pm. I then purchased the correct package @ R599pm and was advised by Telkom staff and Telkom call centre staff to cancel existing package in store. The consultants in store opened the case and told me that someone from Telkom cancellations department will contact me regarding the cancellation. I have all the documents and case number is: 1***. I also have a chat history printed out with communication between myself and a Telkom agent (Ntombifikile Ntsindeno) where I sent 4 messages regarding my query and she rep**** by saying \due to no response, I will be forced to release the chat\". I contacted the call centre numerous times regarding this and they told me to wait 21 days. The cancellation was done on 12/01/2016 and i received a call today from *** and a call yesterday from ***. When I answer the call, nobody speaks, that's clear that they are calling just so that their records show that they've called. I have tried calling that number *** back but they keep cutting the call. "