Telkom's poor service

I entered into a contract for a Telkom cell phone and more than two years have passed since then. Because of the salary cuts, due to the Covid-19 pandemic, I need to minimize my expenses and contacted Telkom TWICE already to have this done. NO confirmation has been received yet that they will comply with my application to end this contract, but according to Telkom the issue has been resolved. How many times must a person contact these people to help with an issue like this. Poor service and no wonder that they are losing business and customers.