Lack of contact from a so called get you in touch company!!!

My elderly parents asked for a weekender land line to be installed in Feb 2017. After 5 visits technicians could not find underground cables. so one bright spark orders a adsl and installs it. suddenly can manage to get a land line as well. so takes adsl away having never been used. Bill starts from Feb with ADSL charges on it. 24 emails, 12 Phone Calls and 3 Visits to galleria all agree not right. filled out cancellation form and emailed a month ago. no response. now get an sms to say they are going to cut the line due to no payment. I have been paying every month R200 which is more than the cost of a pensioners weekender. How come they can just charge ADSL with out a request or signature but now a signed cancellation form has to be given and has been given to cancel non existing service.. No one is actually interested are they?