Inefficient and ineffective cancellations process

It is near impossible for an employed adult to access support services for Telkom products. I went in store to cancel my ADSL line and voice landline. I was told they could not assist, and I should call in, or cancel via the Telkom website. I tried calling in, and probably was on hold for over 20 minutes when I gave up. I pursued the cancellation via the website, which I repeated twice to be certain (since I wasn't provided any reference number); but have yet to hear anything about this. Today I call in, stay on hold for over 10 minutes after selecting the appropriate option for cancellations. The person that finally answers informs me that he does not work in cancellations, but rather in billing. I maintain I selected cancellations, to which he then offers to look up my account as if doing me a favour. Apparently there is no cancellation noted on my service. And, not only that, but I cannot do a cancellation over the phone according to the agent I spoke to - ONLY online. So, then. That is that- I have to repeat what I did twice in June. And then hope this time your company actually does what it sets out to do.