Telkom cancellation nightmare

I cancelled my ADSL and landline services in October 2019 through the Telkom online portal. I followed the instructions to the letter as I had heard stories of other people having issues with cancellations. I have emails proving that the cancellation was logged and accepted for cancellation at the end of the required notice period. In March 2020 I received notification that there was an amount outstanding on my account which I queried then with Telkom. I was told it was an error on their part and my account would be credited and backdated to October. I heard nothing further about it and assumed it was resolved. I am now in the process of applying for a home loan for a property for which my offer has been accepted subject to bond approval. Apparently this Telkom account issue is somehow affecting my credit score and holding up the home loan application. The fact that my "free" credit report shows all clear and the credit rating company wants to sell me an annual subscription to be able to see these hidden details of this Telkom account is another matter that just adds fuel to the flame.