Pathetic Call center Service

We had a fault again earlier this month on our line where the cables were not going to be replaced but no-one bothered to call us to advise. We called the call center and they advised that we need to look for other services, we wanted to cancel the account then but he said only the billing department deals with that. My husband went to the Telkom store and canceled but now Telkom still owes us compensation for our downtime from earlier this year which I logged a complaint about and no one got back to me, and now again for this time we were off. I called the Billing department today, spoke with Nandipha who advised we owe a full month of service and she advised she cannot see any faults on our account as that is a different department, we need to provide a reference number. Does everything not get updated under the same account for the next agent to see Telkom? I am not going to be billed for the Internet that has been offline.