Telkom does not care. Surprised?

I am so peeved off with Telkom. It is IMPOSSIBLE to get any service via their call centres or email. I spent 40 minutes trying to cancel my prime-video trial period within the 3 months, but to no avail. I then sent an email to a provided adderess *** - 8 working days ago. Reference number is #REF ***. No surprise - NO ANSWER so far. Do they really CARE? Surely someone should respond? Another failed institution?