TELKOM downgrade and cancellation problems

I am trying to downgrade and cancel telkom service since 28th March 2018 for end April 2018. I have done all the correct forms and produced my ID and received confirmation that they have received the mail. I have followed up twice by phone calls and forwarded the mails on both occasions. I have since been on fibre and still unable to cancel the telkom accounts. I need to get my number ported for voip from telkom to new service provider and just get no feedback from telkom at all. I cannot rate the service as I feel there is none.