What are Telkom call centre managers for?

Telkom agents always seem to be unwilling to really assist. a request to cancel a contract cannot be done with the agent even though the contracts are erroneous. I get sent to the website to do the cancellation. then when I received an error on the website trying to link the erroneous contracts the agent tells me it could be a technical issue and i need to give it some time. It seems there is no1 who can take responsibility and override these kinds of things. doesn't seem like there is anyone willing to go the extra mile to assist the customer even when the customer is in true need of real assistance and is being billed erroneously