Telkom fixed line cancellation

I have tried to cancel my Telkom fixed line service since January and I am still being charged. I have tried cancelling with their online portal three times with no success and I also went into the Mall@Reds store to cancel and the gentleman told me he will send in the written cancellation and that Telkom will refund me for the months since the first time I tried to cancel it. He said he will phone me back but I have not received any updates from him!

WHY IS IT SO HARD JUST TO CANCEL MY TELKOM LINE!!!!