Poor Service and turnaround time

I have completed and submitted a service cancellation form and sent it to Telkom on the 5th of January 2016. I was told that this process should take not more that 20 days. its been 25days now and I have had no response. This is unfair as im paying for a service that doesn't work the way it should and cannot move to a new service provider until Telkom cancels. <br> <br> their service through the 2 and half years that I have been a customer has been ridiculously poor and their network is even more \****\". <br> <br> "