Telkom ****ing customers and refusing to cancel expired contract

I had a WIFI contract that expired, I needed to upgrade to iPhone 14 I then went to the Telkom store in Cape Town and asked to upgrade the current contract I was then advised by the consultant that I could not upgrade the line as it was a WIFI line and the new 1 it is a phone, I then requested that they cancel the old contract and assist me take up the new contract, I also requested my number be transferred into my current cellphone number, the consultant told me she will do it when the manager is around . to my surprise I still have the contract deducting every month a year later, I also spoke to a call center consultant who then told me its canceled, till today they still debit the account, and the new contract cant get funds as the old contract takes the funds. it's impossible to cancel this contract and it's affecting my credit score and profile negatively. i don't know what to do anymore. I am thinking of taking it to the Ombudsman and ICASA if the matter cannot be fixed internally.