Telkom refuses to cancel my account

I've been trying for over a month to cancel a redundant SmartInternet 3GB Promo Deal using the self-service portal (supposedly my only option), but the portal doesn't allow the cancellation to complete.

Timeline of events (I'm redacting names here, but have all the original details):

On Saturday, 28 April 2018 I visited the Telkom Shop in Somerset Mall to have this account cancelled. After more than an hour wait in the queue, the consultant told me they don't assist with cancellations anymore, and I must use the online portal. I have tried the portal before, it didn't work, but I tried again, no luck. I was advised to e-mail screenshots of the problem to ********** (I also asked for an address change - had all my Fica docs and they spent considerable time doing this, but to date, it still reflects my old address).

During the week of 30 April 2018 I was again advised by a helpdesk operator to send my account details and a copy of my ID to this Idirect e-mail address. This is after we went through the online portal process, step by step, and it again failing at the end.

On Friday, 4 May 2018, I e-mailed the account details and my ID to Idirect.

On Tuesday, 8 May 2018, I asked for some feedback, since I've not received any (not even a reference number). I also e-mailed them a JPG screenshot of where it gets stuck on the online portal.

On Thursday, 10 May 2018 I spent more than an hour on the 081180 line with ********** Once again, we went through all the steps, he spoke to his supervisor while I was holding, and I was then advised to give all my login details - username/password, including my ID (again) and a screenshot (again). To date, I have had ZERO feedback from this person. No communication at all.

On Monday, 14 May 2018, Idirect responded with an automated e-mail, saying I should call 081180. I've already done this before and was advised to e-mail Idirect, as they couldn't solve the issue on their side.

On Monday and Tuesday, 14 & 15 May 2018, I emailed ********** to follow up. NO REPLY.

On Tuesday 15 May 2018, I spoke to a very kind lady - ********** who after 20 minutes, advised me to e-mail her my details and a screenshot. I did so. She said the issue will be escalated and that they will cancel my account from their side.

On Thursday 17 May 2018, Idirect e-mailed me to say they cannot help me as they only handle ADSL and Fibre. I explained to them the difficulty I'm having, that their cancel account facility on the portal isn't working at all, and that I've been given their address on the advice of a Telkom consultant (and they keep referring back to it).

On Thursday 24 May 2018, I received an e-mail from [redacted] at IDirect to say this issue has (again?) been escalated, with this reference number 97161.

It is now June, and this issue has NOT been resolved, despite me doing everything in my power to provide Telkom with everything they needed, and spending hours on the phone, shop and in e-mail correspondence. This is totally unacceptable and I would like to know what they intend on doing to rectify this.

P.S. There are 2 self-service portals - old and new. Only the old one has the cancel account facility (that doesn't work, plus an outdated security certificate). The new portal does not have the cancel facility.