No help at all!

We were moving in October last year 2015. I've been at a branch in August month to find out if there were coverage in the area we were moving to. The lady who helped me said no and asked if I want to cancel my subscription. She gave me cancellation forms to fill in and said she will submit it. I did receive a call the following day from a gentleman at Telkom called Samual. He also confirmed that there were no coverage, he asked if I would be interested in a different package at the same price and I said that would be wonderful, because I still need my connection, but if there is no reception, it's not gonna help. He suggested a roaming package and I agreed to the suggestion. As it was still some time before we moved he gave me his e-mail address to e-mail him when I'm ready to move to the roaming package. I did e-mail him when the time came and after a day or two passed, I phoned to find out why he's not replying to my e-mail,the people at Telkom cancellation's said they don't no someone by the name of Samual and they can't help me with another package. Up until today I am paying my installment every month for nothing. I've tried to get help,but no one where very helpful at Telkom!