Unable to cancel my Line

I have been trying to cancel my telkom mobile month to month service since Sepember 2017. I was in the telkom store at the glen on the 22nd of September and filled out a cancellation form. I was told it would take 30days. I filled the form in, the consultant scanned it in along with my ID, and was told it was submitted. On the 14th of November 2017 I made a follow up call and was told that there was no cancellation on the system. I was also told that if I send my original form in, they would be able to cancel it after 48 hours. To date, 4th December my line is still not cancelled. I have emailed the consultant who told me it would be cancelled, but no response .