Struggling to cancel

On the 15th of August, I emailed a cancellation request form for my month to month LTE product that I have. I received an email back with case number ********** 5 however, it is now September and still no action from Telkom. I’ve called few times and each time I’m told the matter will be escalated but nothing has been done. I called today and was told that the case was closed. I don’t understand why it’s so difficult to cancel with Telkom. I’ve had issues with every product that I have with them when it comes to cancelling!! Please assist ASAP!