Unable to cancel service

I'm unable to cancel my telkom account through the dashboard. After linking all of the accounts and uploading ID docs, it simply says "Unable to complete request".

I've logged queries with the call centre, still awaiting feedback. I understand that it's a technical issue. But surely then, send me the cancellation forms so I can cancel my service manually.

My real issue is that I feel is a ploy to extend people's contracts, in the fine print. Then making the process of cancelling as tedious or cumbersome as possible.

I would appreciate their feedback or assistance on this.