from store to email no feedback from telkom whats new

I went in to Westgate on the 19 Jan 2018 wanted to cancel my contract on nr ********** 635 and keep my number the lady with the name Nomhle advised she can not help me to cancel the contract i need to do it online ,immediately requested Telkom to cancel as my request today is 24 Jan 2018 still no feedback , Received a call this morning from Sibusiso wanting to do my UPgrade (Realy ) Please can some in Telkom pull out their finger from Their Ass and do what is right and inform a client on the right things and not sent them up and down