Mobile Wifi Cancellation

I've been struggling to cancel a contract before the contract ended but failed to so so. I then contacted Telkom to cancel the contract 2 months after the contract had expired and i was told to wait 60 days before it has reached full confirmation that the contract will be cancelled. No customer education was given to me as to why would it take this long to cancel a contract that has already expired but instead I was promised with a call that has not come through yet I'd like to understand where the problem is with calling to confirm al deatils.

The first point of terrible service is received through chatting with the chat respondents that decide to end the chat without confirming and no sign that the chat was had is left behind. Telkom needs to man up and create a chat platform that also allows the customer to show history of previous chats and not only have the records on their side only.