Not happy with telkom service and I won't refer anyone close to me

Poor service , yesterday I went to Telkom West Street to cancel my account as it was due for an upgrade. When I get there I was told that I must cancel online to my surprise the lady who help did not know about this service telkom app**** for cancellations, she doesn't know anything she can't help us as customers as she said telkom didn't train them. I am angry cos I can't get help and I don't know what to do cos I don't need that contract anymore. I feel like telkom is forcing us to have those contract as there is no one who can help in that issue. Please help me my number is ********** 511