Terrible customer service

Telkom is very disappointing, my mom has been trying to cancel a contract for over a month now. Everytime we go to the telkom branch in Overport Atrium, they tell us to follow the cancelation link, when we do that it keeps saying an unexpected error occurred. My question is, why can't they just cancel the contract in store? They are quick to sign you up for a contract but when you want to cancel you have to jump through hoops. The customer service is appalling