No coverage in my area

I signed up for a Telkom contract in Mthatha on the 25th of April and was promised coverage for my area which is in a village in Mqanduli. The device didn't work and after 2 months I eventually called the lady who registered the contract for me to say that I would like to have it cancelled. She told me that she is the only person that could cancel the contract for me and that I would have to send the devices to her in East London. She went on leave which delayed the process. The device is now sitting at a post office in East London waiting to be collected by her in order for it to be cancelled. Until this day I haven't been able to use my device and continue to be billed for it since it hasn't been cancelled. I was recently in Pretoria and visited a Telkom store where they told me that she had followed the incorrect procedure and that cancelling a contract after three-months would make me liable for charges for the rest of the contract. I kindly request assistance to resolve this matter urgently.