NO urgency on client service

Struggles to cancel Fibre internet with Telkom. I have relocated and requested to cancel my Telkom fibre line, I was informed a telkom agent will contact me in regards to the request, no contact was made, visited a telkom store with no luck, got a alternative number to cancel, I had to follow up a month later to get told its been requested, 3 months later and the line is still not canceled, the debit order goes off on time, why can't the line be canceled exactly on time?