TELKOM BILLING US FOR A LINE THAT IS NOT ACTIVE

I HAVE BEEN CALLING AND SENDING NUMEROUS EMAILS TO TELKOM ASKING THEM TO STOP BILLING THE BUSINESS FOR A SERVICE THAT IS NOT BEING UTILIZED. WE CANCELLED THE TELEPHONE SERVICES VIA EMAIL AND TELEPHONE IN AUGUST 2019 AND WAS ASSISTED FABIEN WHO EVEN PROVIDED ME WITH A CANCELLATION REFERENCE NUMBER ***. I HAVE EMAIL RECEIPTS TO PROVE THAT MY EMAILS WERE DELIVERED TO TELKOM ADMIN BUT IT SEEMS LIKE NO ONE IS WILLING TO DO THEIR JOB. I HAVE REFERENCE NUMBER GIVEN BY THULISILE *** BUT I'M STILL NOT GETTING ANY ASSISTANCE.HOW DO YOU CONTINUE TO BILL FOR A SERVICE THAT YOU CAN CLEARLY SEE THAT IS NOT BEING USED. PHONING TELKOM IS A NIGHTMARE. THEY KEEP GOING BACK AND FORTH AND MAKING EXCUSES INSTEAD OF RESOLVING A SMALL ISSUE LIKE THIS. I DON'T KNOW HOW MANY TIMES I'VE BEEN TOLD THAT MY QUERY IS BEING HANDLED BY THE BACK OFFICE OR THE DISPUTE HAS BEEN LOGGED TO THE BACK OFFICE. WHAT IS REALLY HAPPENING THERE? ARE THERE FULLY TRAINED STAFF WORKING FOR THEIR SO CALLED BACK OFFICE OR THIS IS JUST A WAY OF AVOIDING TO TAKE RESPONSIBILITY. YESTERDAY I SPOKE TO MELISSA WHO IS ONE OF THEIR CALL CENTRE AGENTS. SHE PROMISED TO PHONE ME BACK AFTER SHE HAS SPOKEN TO HER SUPERVISOR AND SHE NEVER DID. THEY EVEN SENT A TECHNICIAN FROM OPEN SERVE TO COME AND VERIFY THAT WE TRULY DO NOT HAVE A LINE IN OUR BUSINESS. I'M NOT SURE WHAT IS EXACTLY GOING OR WHO IS DEALING WITH THIS CASE. I NEED THIS TO BE RESOLVED AND OUR BUSINESS TO BE CREDITED FROM ALL THE UNNECESSARY BILLING ASAP.