Telkom= Deplorable after sale service

Deplorable customer service. Cancellation of contracts seems to be impossible. After successful cancellation of my contract I am still paying for a service which is not in use and this is not a cancellation fee. Service systems and customer care lines (service agents) do not contact you to resolve problems. I have contacted Telkom more than 20 times and you are referred to a notification screen which states "Thank you for speaking with us" but I have no reference number and no agent has spoken to me. When communicating via email " You will get a reference number and a copy of your complaint via email"- This email does not exist.

Why can't customer service agents keep us involved within the process or communicate to resolve issues?