Telkom Line still not cancelled

I have submitted on the 28th November 2018 to cancel my landline with Telkom, I have received a phone call in the last week in December informing me Telkom cannot cancel the line because Afrihost has to release the line back to Telkom, now why do I have to resend all the paper work again via email this time because the online wont assist me for the 30 day waiting period needs to be app****, only to receive emails back from telkom 3 times that my email has not been delivered because their mail box is full. I have received my invoice again for January witch I will not pay I have requested to have my line cancelled the 31st December 2017

Pretty bad service that the call centre cannot assist me