What's wrong Telkom???

I write this review on behalf of my brother and will try to keep it short. The first incident was my brother receiving a bill of just over R2000 from Telkom. Upon querying, he found that since he did not cancel his subscription with Telkom after what should have been it's expiry date. It was automatically renewed and he was told he had to go in store to cancel it. He concedes, it was his error. Fast forward 2019/2020 he receives another bill, this time for over R3000 (please note, there were no monthly notifications). Noting also that he learned from his past mistake and had gone in store after paying his initial R2000 and CANCELLED with telkom. All correspondences have been recorded. Emails, in store, etc. So how did this happen again? Numerous emails have been sent and consultants can only respond with, it must be paid sir. He even went as far as requesting, at the very least, give him the monetary value of data if he is expected to pay a sum of money again, this time, not due to his negligence. He was obviously declined and still, nobody has been willing to help rectify this. Let it be known that the issue is not the money, it's principle. Come on Telkom.