Wrong advice from call centre

My Telkom line is out of service since the 12th December 2015, and I pay R580 per month for the line. When I called to complain the call-centre person advised me not to pay the bill since I have no service. On receiving more information later I was told that Telkom will hold me accountable for the bill, and that I have to cancel my service not to incur any legal issues. I've been waiting for the Telkom call centre (on hold for 45 minuses) on my cell-phone to downgrade or cancel my service but there is no answer. Reference numbers for various previous attempts to rectify my service: 28CVZ281214 and ***1