Why do you people refuse to help me

I have been a loyal Telkom Mobile client for the past two years. I currently have 3 contracts active with you, I have always recommended your service and products as i genuinely did have a good experience with your network. My frustration began the day i decided to cancel one of my contracts, I was advised to send a signed form to [Email Removed] I sent ot on the 4th of February and thats when my hell with Telkom started, firstly my email was ignored no reference number, no acknowledgement nothing! I then went to your Cresta branch and was told nothing was done about my mail, only then did I get a reference number ***1. I have called your call center a number of times, I kept being told that I will be called. I missed one of your calls because I was busy on my work line and apparently that meant that I dont want to cancel anymore, do you attempt one call and then give up? If your agent had just called back a minute later i would have answered. Your agent in the call centre told me straight that no one can help me I must just wait. All the while I am being billed. Worst part I am now being billed R612.95 now that I'm out of contract which is more than double the R299.