Telkom Refuses to Close Landline

My mom has been trying to cancel her landline with Telkom.Firstly she visited the Hemmingways shop for assistance where she was given a paper with directions as to how to cancel it herself. We tried to follow the prompts but we were unsuccessful. She then visited the Vincent shop and explained her situation asking them to help her as she is not technology savvy. They told her to call some number but she was still unsuccessful. It is ***** to request a client to use a self service process that is not user friendly and when she requests assistance none of the Telkom staff are willing to assist. She no longer wants to use the landline,can the request be fulfilled as nothing in her documents when she took up the landline nor the staff communicated to her that when she no longer wants it she must do it online. I am disappointed with the staff that failed to assist and to this daycare refusing to assist. Can telkom close the line with immediate effect. Failure to do so will result in the matter being referred to the Ombuds.