No response to cancellation request

I emailed a request to cancel my Telkom ADSL with the required supplementary documentation on 29 December 2015. I received no feedback within the 48-72 hours as stipulated on the auto-response mail. I allowed a few extra days on account of year end. I have been liaising with Telkom's Twitter team since 7 January, who keep promising to \escalate"or \""liaise\"" with the team and revert back to me. I have still heard nothing. Telkom's cancellation process appears to be deliberately difficult (nowhere on the website is the information or form available"