How do you close your residential account with Telkom

I have a residential account with Telkom. We have had this number for about 30 years now. The line ********** 346 is out of order since beginning May 2018. I also have ADSL on the line but use data from Afrihost. Because the line is not working and several other times of faults I decided to cancel my contract with Afrihost which was done. The next thing is I decided to close my account with Telkom. I phoned the help line and finally did get to the agent. I said I want to close my account and stop the service. The agent said I must call the call centre again and then choose option 4 for closing accounts. I tried that but when I did get to the options there were only 3 so I entered the number 4. Next thing is the voice told me I have chosen the wrong option and it terminates the call. I then decided to log into the Telkom internet portal and try closing the account using that. I can log into the old and new portals but if I want to do anything it tells me I must link an account number with my portal. I enter the Telkom account number phone number and my name as on the account etc. but once I submit their app tells me I am not recognised as the owner of this account. Now this is strange as I sit with accounts with my name and the phone number as well as the very same account number. How can I not be recognised as the owner of the account. I tried several times but no luck. If I look at faults on the phone line then it says the specific line was reported as being faulty on 12 May and a technician was allocated to the repair but no other progress. How can the system pick up the line with the correct number and refuse to link the account to me. I then decided to go to the local Highveld mall in Witbank and submit my cancellation forms. They refused to help me and said that the telkom shop is only for phones and no other services I must go to Middelburg if I want to cancel the account. I also tried submitting my cancellation form and ID to their fax number ********** as on the cancellation form but never get any reply. I also tried sending the forms to the email address ********** but the email bounces. I am truly of the opinion that Telkom makes it so difficult to close an account because of their poor service. I am still determined to close the account as I want to get a wireless option with another company but no long contracts from now on and Telkom well I don't know but I feel I only got poor service from them. SR de Jager