Not getting back to me

Since the beginning of September I have been trying to get hold of Telkom to cancel some of their services. I contacted them on twitter and was told to send the request to [Email Removed] which i did on 2 September. I never received a notification to say that they received the message or anything. I sent a follow up message on twitter on the 19th of September. They said they had a backlog but they will get back to me. Their service is really bad , we have a 4MB line but everything is so slow. It now the first week of the new month but since last month it keeps showing that our data is done but how is it possible? I'm still waiting for someone to get back to me. my account is not thousands of rands but i'm still a customer who pays you every month.