Pathetic service

My fiance and I went to the telkom outlet to cancel his contract. The consultant at the store advised that he needs to email a cancellation document then only will his contract be cancelled. My fiance has emailed the documents to ********** za on the 06 July 2017. This morning he checks his emails and see that telkom is still Billing him. When he called the call centre they advised that he emailed the incorrect email address. When they confirmed the email to him it was the same email that he had sent the cancellation documents to initially. He was advised that it takes 29 days for an email to be read or opened. They advised him that they don't have a cancellation department and that he should just wait. They cannot even answer him when he asks of they can check if someone actually read his email. What bull**** is this??? Telkom service has gone so pathetic. How unprofessional are the consultants that they don't even know how to track a query. Customer services needs to be re-trained. I cannot believe what **** business ethics is this. No confirmation call or email. So tell me if I want to cancel my contract yourll won't be able to cancel it because url got nobody to attend to it and no cancellation department. I hope every member of the public readsector what ****py service they provide upon cancellation