Telkom bad service

I am not sure where else to go. I'm struggling to get Telkom to respond to my numerous mails regarding the cancellation of a service on my aged mother's account. She has been to a telkom store but they were unable to assist and referred her to the internet that she has no clue to operate. Stran ge but true that I managed to take out the service on an account that belongs to her, at a store, but now I have to battle to have it removed. Just a few weeks ago I struggled to cancel my mobile contract which took me quite a few months to get it cancelled. Now the ********** is out of order. All mails to that e-mail address are returned undelivered.