Unable to cancel account - incompetance

Why is it so difficult for Telkom to help their customers when help is needed. For how long now have I tried to speak to someone to correct my account. With this I have now given up and reconcile the account myself monthly and pay accordingly. But now there seems to be a problem with me cancelling the account. I have logged onto the site - not of much help. I have gone to the N1 City Cape Town branch where I was told by staff they can't help me and I have to take it up with the manager Heather. Still waiting for a reply from her. Today my wife tried again and again the staff is arrogant and unable to help. First they say they can't talk to my wife and needs to talk to me whereby she got me on the whatsapp video to talk to them for unfortunately I'm not in SA anymore which they then rep**** they don't want to talk to me on the phone. We ended up being given the manager Heather's details to contact her. UNBELIEVABLE don't you think!. One simple thing to do re cancel the account for we are not going to be here in the country to carry on paying for the account. And yet even something as simple as this they are unable to do. Makes one think is the problem the systems that are not working the way it should, or is it *********** staff? Why is it that such a big company that is suppose to make life easier because of their monopoly, is unable to do so. And then people ask me why do you want to leave South Africa??????