Unhappy customers service and not user-friendly cancellation process

Please note yet again I have my fixed line being dead, Called in as always and was told a technician will assist and we will wait and see when that gets resolved.

On the same call, I requested for cancellation by the call center consultant "Alwaba Alista Witbooi" who sent me an email with the instruction. Note I did request if I can do the cancellation directly with him. He forwards me the additional information via email which when I tried going onto the portal I get errors stating my details doesn't match or no information on my on their system. So this is the way Telkom delays people from. Then I told him why he didn't help me directly which option 4 is for when you call in it is an option and from that moment pure silence. So I have followed all your SOP regarding cancellation and your system is not allowing me to follow-through. so can someone in heavens provide me proper customer service because you wasting my time and money calling you and I don't have access to data which all your SOP requires me to do things online. So can someone please assist me urgently?