Telkom east London Hemingway and Vincent park have created problems for me

I moved for Port Elizabeth to East London and had to move my landline WiFi with me. I’m order to move you have to request a cancellation of the line from the old address to new address. I have been trying to cancel an account since December 2017 and Telkom has been unable to process this request. I’ve been paying for a line I don’t use for almost 5 months. They only moved the line in March 2018 even though I paid every month for something I didn’t have. To fix the problem Telkom staff created a second account without my knowledge and now I’m paying for two accounts one of which I don’t use. I logged faults since February and last fault was logged in April 2018. I received an sms stating they cannot proceed with the cancellation because I did pay in April for an account I don’t have. This month May 2018 the debited two amounts from my bank meaning I’m still paying for services I don’t use.