No clarity on Telkom cancellation process - past 21 days and still no progress.

I have a 2 year LTE contract with Telkom. It came to an end beginning of December. On the 6th of December I sent my completed cancellation form to the correct email address with the attached ID. Towards the end of December I contacted Telkom telephonically (the number that appeared on the cancellation form). They informed me that they don't see a cancellation but I just need to wait the 21 business days. On the 9th of January I went to a Telkom store and they checked on their site and saw that no cancellation is in effect. The employee helped me by asking me to forward my email to him, who will escalate it. It is now the 12th of January and still no cancellation.