Punished for an employees incompetence, Telkom forcefully closses my line without my request.

On the 16th of May 2018 I cancelled one of my contract lines with Telkom( ********** 698). The contact was ending on 31/05/2018. On the 16th of May 2018 after completing the online cancellation process I then received an email from Telkom confirming that I had cancelled the line ********** 698. On the 1st of June 2018 to my surprise line ********** 605 was closed and the ********** 698 number was still opened. I then called telkom customer care on 081180. As I was being assisted the telkom agent stated that they had closed the line ********** 605 as per my request, I then disagreed with the agent and furnished proof of the email I had received when I cancelled the line via their online service. The agent then logged a case. Today on the 13th of June 2018 I called following up on the case and the telkom agent informed me that the was nothing they could do as the line was closed and the service no longer available. My question is, how is this far to me as the customer? why I am I being punished for someone else's error? is this a way for Telkom to force me to renew a package at a higher subscription rate?