Telkom cancellation

We have been trying to cancel our landline since Feb 2018. We submitted a cancellation form to the store at Cresta mall. After that the line wasn't working. We assumed it was cancelled. After numerous failed attempts at cancellation using the online service we were still billed monthly. Only to be told that the line will be cancelled once we settle. Our account was in credit in Feb 2018 with the first cancellation request. We were told to pay the account and request a refund after it is cancelled. We have now paid but the online cancellation is not working, we cannot link the account to cancel. I spoke to an agent who cannot assist me. I've sent messages on Twitter as well as Facebook. I cannot request a refund or a cancellation. Customer service from Telkom is pathetic. Telkom I need someone to call me back and sort this out.