Telkom non eservice

We have been a customer for 30 plus years. The service has deteriorated so badly we wanted to change services after.getting no repose to our complaints. We canced our serve but were told that my internet plus my daughter's that were paid for individualy would remain. Not so. We were cancelled. After inquiring we were told 10to 15 working days to reconnect. Is it even possible it takes that long to flip a switch