Telkom cannot resolve account issues

We have been trying to cancel my Telkom Fibre for the past six months as I am not utilizing it. Every time we phone to cancel Telkom state they will come back to us but the only time they get back to us is when I receive my monthly bill that I have to pay..... whilst never using the line my reference ********** 28 the line is not in use. Your service delivery is the worst please contact me as I am paying for no service provided, this is pathetic.......