Telkom shocking service

After being a loyal customer of Telkom for longer than 20 years my parents telephone line started giving problems in 2017. This includes two land lines and one fax line. We reported this problem to Telkom where it was said we need to cancel our contract in store. My father went with me and the gentleman told me that he can't cancel the line and it needs to be done online. All of this after our debit order of R700 was deducted for more than a year, we basically gave Telkom over R7000.00 for a telephone line that was non existing. In January 2018 I registered on Telkom's website and reported the fault as well as cancelled our line. February Telkom sent me an email to say that the line was restored with reference number etc. Up until today nothing was done to the faulty line and we still pay via debit order each month. We have in the last year payed almost R5000.00 in debit orders to Telkom for nothing. How can Telkom in store not help with cancellations or fault reporting. My mother spoke to Telkom and the person said herself that she can see the fault was reported but nothing was done. Should I just cancel the debit order and forget about the R12 000.00 we payed to Telkom for nothing?