Very disappointed with in-store service!

I visited Telkom Direct store at Carnival Mall in order to cancel my current telephone and ADSL account. I do not use electronic facilities and always pay my account at any registered pay point on time. When I asked at the Telkom store for my account to be cancelled, I was told it can only be done online and I was sent away. I asked a friend to try and assist me online but it seems like the website is not linking my account to my profile as it freeze before the linking process is done. I cannot believe that it is so difficult just to cancel my account and get confirmation as proof that it has been done. I have been a loyal customer to Telkom for many years and I just do not need this service anymore. I need urgent assistance to resolve this since I am not on any long term contract and cancellation cannot be long process.