Telkom - no idea what they are doing

I have tried for two months to cancel a telkom line, I did the online thing by logging into the portal and cancelling the service. Send copy on letterhead and ID to confirm.

When I phone to query the answer I get is the Retention department tried to phone you but you did not answer so they did not cancel the no.

Telkom you are hopeless. I am cancelling all my services with you. Technical is good but your accounts department is Utterly useless.