Pathetic lack of service delivery

I have unsuccessfully tried to get my ADSL line cancelled since the May 2018. I am out of options as you can only cancel your service online but a consultant needs to call you to confirm the cancellation. I am still waiting. I tried calling the call centre yesterday to try to do a follow up. After waiting for 59 minutes and 59 seconds, the call was dropped automatically. I have no idea what else to do to get my line cancelled. My line was down from the 12 of February to the 25th of April 2018. I was unable to cancel as the line had to be restored in order to cancel. I was also billed for the time the line was down. Once the line was restored, I then tried to cancel. I am still waiting. This is abuse of consumer rights. All the while I am being billed. All I want is to be rid of this pathetic service.