Terrible customer service

In November I have requested to put my ADSL line in a holding pool!! Telkom advised that I should fill out a cancelation form in order for me to do this. After sending the forms through we received an email saying that it will be processed on the 13 January 2018. Now my line has been seized and not placed in a holding pool. This morning at 9 I called for assistance and was told an email query has been sent through and I'll be contacted immediately. I was not contacted and called back around 3. I was told to call the billing department and then they advised I should go through to sales and back and forth!! I requested to speak to a supervisor and I was put through to Moses. He then said he was contacting the relevant department and said that they will call me as they have responded to him. It's 2 and a half hours later and my WiFi is still down and I have not been contacted. I have been patient from November. I am paying for data that I cannot use due to my line being canceled. This is unacceptable and the worst customer experience ever