Telkom insist a bedridden person visit store to cancel service

Telkom is the absolute worst at canceling a service. My parents upgraded from Wi-Fi to Fibre with Telkom, but forced to pay both accounts. When we tried to cancel the WiFi, Telkom Kenilworth Centre branch in Cape town refuses to assist My dad who is almost 80 years old. They insist that my mom cancels the service in person. The problem is my mom has stage 4 cancer and is bedridden. This was explained to the agent at the store and he wasn't bothered and still insisted that she come in. This is so ridiculous.