Telkom bullying pensioners

My sick, elderly mother cancelled a cellphone contract in October 2016. After numerous calls, and tears someone at Telkom eventually assisted my elderly parents in providing a cancellation form for a cell phone account. Form was completed and submitted as per their requirements in October. At this stage the account was in fact in Credit by over R2000. No response. In December it was again chased with Telkom. Telkom had no knowledge of said forms. Again form was submitted reference numbers acquired and a contact person's name given. Chased all of December and January. Account was now in arrears by thousands. No record of said case number/reference. It is now August. No one at Telkom is prepared to assist. Online submissions do not work. Telkom has handed this matter over to Lawyers who are threatening and bullying my elderly mom. Yet Telkom has received the cancellation form multiple times. We have called every possible number, spoken to people at the stores, on the phone. No one prepared to help or actually accept/acknowledge the form. Instead it seems that Telkom takes great pride in avoiding customers entirely and employing the likes of bullying debt collectors to threaten pensioners. Just 2 weeks ago, again the forms were submitted. A empty promise was made that my mother will be contacted to resolve this issue. It is now 2 weeks later with more threats from Solicitors. Yet not a single person from Telkom calls back. This is not acceptable.