Telkom Lack of Communication

Approximately 6/7 weeks ago I contactedTelkom to transfer my landline on 2 September 2018. Ten days later I received an sms that this request had been cancelled - no explanation. I once again called 10210 and requested the transfer, only to be told once again that it had been cancelled. I have been rated as a Pinnacle Customer so I was very shocked at their lack of communication. Called the Billing Dept. who verified twice, that there was no amount outstanding. I had another landline in my name in Paarl, which was cancelled five or six years ago. I was given a credit after the cancellation of this line. I am now told I owe money on the line in Paarl after not receiving any account in 5 years. I am 80 and now have no landline or Wifi and no contact whatsoever from Telkom. Please can you assist.