Unable to close my account

On the 28th of July 2017 I sent an email with the supporting documents to ********** to close my fixed line account with Telkom. I received an automated response that told me that my request would be handled within 21 days - today is 32 days later and I am yet to hear a word from Telkom. All that I want to do is close my account and not be billed for a service that I do not use.