Telkom Cancelation Terrible Customer Service

i did a cancelation July 2019 and my contract is still not cancelled. I keep enquiring and all feedback is my case is being escalated and i will be refunded within 3 days. Now they tell me the clerk at the store never booked the device i took back and they now need to follow this up. This is unacceptable! Its been 13 months already that i am paying something i dont even have! This is not my problem if they can't do their work properly!!! I can't believe this is the customer service Telkom is giving.