Telkom service is "non-existent" and impossible - simply bad news

1. I called 10210 to cancel a landline service, I was requested to send an email to ********** which I did on 1 Sep 2017 2. I called twice thereafter to follow up and got the reply "you must wait 21 days for a reply" 3. I called again today to follow up and was told to hold, after holding for 20 mins I got to another call center agent and he couldn't help either. 4. what must I do next?????????????????????????????????