STRUGELING TO SETTLE MY ACCOUNTS

On 06/11/2017 I called in to get a settlement on my 2 accounts with Telkom mobile, the first guy, can not remember his name said it is R3000 I must just complete a cancellation form and send it to the cancellations department and I did. I did not get any feedback and called them again, can not remember the date or the guys name, I was told it will take 21 working days for feedback. Today is day 20 I called them spoke to another guy he wanted my ref number info him I never received one, he confirmed my settlement amount and told me again I must wait to hear from the cancellations department as they must send me a settlement agreement. I informed him again that I already did he said I can e mail it to him at ********** then he will escalate it for me. I did conf the e mail address with him and he said it is correct and when I tried to e mail the form that was send on 06/11/2017 the mail come back with an error to the given e mail address, I can not keep on calling them and stay on the line so long and no body is helping me.