You just cant cancel Telkom even if you try and try and try again... HELP

I have called 3 months ago to cancel my Aunts account as she is now living in an old age home. Guess what, even though I got a reference saying it would be closed - she is still being billed for this account - Case/Order Reference Number: ***- Seriously TELKOM how do people cancel with you? She has moved and I have power of attorney. You are making an already difficult situation worse by billing her on what little money she has! Please cancel her account, refund her and confirm asap - account number ***