Telkom never cancelled 2019 account

I am utterly disgusted in Telkom. My mother cancelled her service in 2019, no more landline or ADSL. Now 3 years later she is getting calls from Telkom's collection agency about his account. They claim that the account was never cancelled on her requested and that they sent numerous sms's over the years. Well those sms's was supposedly sent to my number but I have not heard from Telkom until recently. Their call centre just say that the account was not cancelled and it was handed over. I remember doing the cancellation online, at the store and sending an email. Now i can't check the email as we no longer have access to the telkom email account - and they refuse to give us access