shameful service

I have been trying to correspond with Telkom for more than a month now, regarding the options to either renew, or cancell an existing contract that will expire end April 2019, I called them, was promised a sales person will be in contact, sent them e-mails and was promised my request would be escalated to the sales department, and after 3 weeks of no answers, I visited Bay Side Mall Telkom branch, and after a looooong qeue was assisted by a rather relaint woman, who suffered throuh her day.. If I did not ask relevant questions, such as will I receive a confirmation that my cancellation request has been logged or time periods, she would have just sat there. Now after all that and a week of waiting, I am still none the wiser? I tried the telkom self service app, it is not exactly user friendly and all answers are met with : An agent will be in contact within 48 Hours???? now after all of this.. the system shows that cancellation will only take place 30 days after request, and billing will be for 60 days after request? This is *******.. When a contract expires, It is that company's duty to ensure the customer wishes to cintinue their service.. the only thing with Telkom that you can rely on is your bill..!!! this never gets forgotten or overlooked in you e-mail, but normal communication is a complete failure.. Is Telkom allowed to keep customer trapped in contract like this??