Not processing cancellation (and no cancellation department to contact)

I tried to cancel my landline in-store- and was referred to the online portal. I cancelled, and received confirmation of the request on 3 April 2018. To date I am still being billed, and still have no confirmation of cancellation. According to the call centre- you cannot contact the cancellation department- they say they will escalate, and you will receive a call- but I am still waiting- NO CALL. But without being able to contact the cancellation department, there is nothing I can do but wait for the call which might never happen, whilst Telkom keep debiting my account because they can't action my request. Seeing how many people are having the same problem- maybe this is a strategy from Telkom, so they can keep the interest?