Telkom contract Cancellation- terrible experience

I never knew cancelling a contract can be this stressful. I have been trying to cancel my contract with Telkom since end my 2 year contract about July 2018. It's a stressful story I don't even know where to start. They insist on their online cancellation process which on its own is a struggle. While you struggling with cancellation process they happily keep charging you and your debt keep going up. Eventually after I thought I submitted successfully online at the end of Feb this year, my debt is still accumulating, from end of Feb till now it has accumulated just more that 100% of the debt I had by Feb. Speaking to their debt collector today, they are telling to fill a form again because I did not do the cancellation correctly, they can't use my screen shot of online submission as proof.

Let me also mention, when I submitted my initial enquiries/request for cancellation on Telkom website from July 2018, I did not receive copies of my submissions on e-mail as their website say, I also received no response from Telkom. I only received email copies of the 2 submissions on 30 and 31st July 2019 i.e. a year later. Interestingly, these emails do not show the date I submitted my queries.

This is really stressful.