Telkom impossible to cancel account

I have tried unsuccsesfully for the past six weeks to cancel my fathers landline. we have been to our local telkom branch 3 times. we were told to write a handwritten letter explaining that we wanted to cancel the landline, we were told the branch does not accept the letters anymore and we would have to email it but they could not provide us with an email address and contact details. i called the helpline and was told it could only be done online. i had to register a profile and cancel from there. i did this and the profile refuses to link to his account making cancellation imposible, when i asked for an explanation at the local branch i was met with shrugging. i feel i have no choice but to approach the consumer rights council and the telecommunications ombudsman. i will be cancelling my own landline for the end of november and my profile also refuses to link to my account.