Still no response

On 2/12/2015 I sent cancellation form to Telkom since the account was opened **********ly. On the 9/12/2015 I was requested to submit affidavit, Proof of residence together with my certified ID copy so they may take the matter to their ***** Department. I then received a case or reference number: SM178088 after sending complaint at Helopeter. On 28/12/2015 I received an email response stating that cancellation will not be processed up until I settle the outstanding amount. Meaning Telkom is expecting me to pay the amount due, regardless of the feedback from their ***** Department. This is 100% clear that they are still not working on my case. What a disappointment. Telkom please do proper investigations because I do not owe you a cent.