Poor Service Delivery

Why is it that when you sign up for a phone/ internet line, they will do it over the phone...

I am relocating and will no longer require the internet line, i went to the telkom store to cancel my internet line, they turned me away and said i need to email them the cancellation form. So i called the call centre and they told me where to get the cancellation form and who to email it to, i sent through the email to the email address and i got a response saying i will be contacted to verify the details on the form, its a week later and still no one contacted me, i eventually called the call centre again only to find out that someone will contact me within 21 working days, and then after they contact me i was told it will take another 30 days for the telkom line to be cancelled..

What kind of service is that? so from the day i email my cancellation i will guaranteed be paying telkom for an additional 2 months before anything gets done.... That is absolutely pathetic and its just plain *******...