Terrible service by Telkom call center agents

I cancelled my line with an agent a month ago and now I get a notification that I am in arrears with my account. When I called the call center today another agent tells me that the outstanding amount is for the cancellation process. I cannot understand how every time one calls the call center, each agent gives customers different information or wrong information. The first agent I spoke to failed to give me this information. How is Telkom training their staff when there is so much incompetence.