Worst Customer Service Ever (Can't cancel Telkom contract)

I requested cancellation of my Telkom account in May 2019. In June/July they finally sent out one of their contractors to investigate internet connectivity issues at my place. This morning (26/09/2019) I received an email from Telkom regarding cancelling my account and what they need from me. 5 months later, a human actually looks at my request. Why on earth does it take so long? This is tantamount to no customer service.