Telkom contract cancellation

Cancellation of contract... CASE: ********** 6

My girlfriend is attempting to cancel her Telkom LTE contract, which expired almost a year ago and is meant to be on a month to month contract now. She did the online cancellation and after a week of not getting any response she phoned them to follow up. She had to phone through 3 times, each time being transfered from one department to the other because they could not pick up the contract. They eventually found it on their system and confirmed that it was cancelled.

Behold the end of the month and again they debit her account with the amount.

Why can she not get this thing cancelled. We are at the point of reporting them to the ombudsman.