Telkom Incompetence

In Novemeber 2018 my mother called Telkom to cancel her landline as she was relocating from Cape Town to Pretoria. She was assured that the line was cancelled, and she moved in December 2018. It has been 3 months and she now receives a bill for an amount of over R400 for a line she has not used. Upon calling Telkom 19 February 2019, one consultant says she doesn't have to pay and they will resolved the issue but they are offline she should call the next day. She called on the 20 February, to be told she has to pay as the line was never cancelled! So this pensioner has to pay over R400 because some *********** person could not do their job properly! The consultant she spoke to yesterday says she cannot give a reference number I must email to request it, now that email address keeps failing/ undeliverable! This needs to be resolved, aren't all calls recorded? Can we not track the call in November, because this is pathetic service!