TELKOM does not want to cancel my fibre line

I submitted a cancellation form to Telkom on 1 August 2023. I followed up on this cancellation on 3 September 2023 because i had not received confirmation that it's been cancelled. On this day, a case was opened to investigate and close the account for me. I followed up multiple times and was told it will be resolved within 21 working days. Fast forward to 6 November, i followed up and was told the previous case was logged incorrectly and another case was logged so the account could be closed. As it stands, this case has negatively impacted my credit score as Telkom has been charging me monthly for a service i haven't been using. I've had to pay R3700 in arrears for a service i've had zero use of.