Poor service from Telkom for cancelation

Cancelling a service with Telkom is just a huge frustration. My 20Gb dsl contract came to an end start of Feb 2018. I decided to cancel the 20GB and DSL line. I was told to email the cancelation form to the applicable Telkom email address, and it will take 21 business days. I sent the email on 13th of Feb. Since then I haven't heard anything regarding this. I phoned Telkom 17th of March and I was informed it has not been canceled. I had to resend my email and hope it will be escalated.. Why is it such an issue to cancel something with Telkom. Other people have also experienced this poor service from Telkom. Why must I keep paying for something I dont want? The Telkom service is very poor!