First call: enquire why I have 2 accounts

First call: enquire why I have 2 accounts. I was advised that due to the circumstances, I will pay a lesser cancellation fee on one account and keep my existing unit on my new vehicle, a representative will call and confirm. Second call: I received a call, answered, heared the background noice of the call centre, and they hung up. Third call: I called back and spoke with Lerato. Unfortunately, she could not refer back to previous notes on my profile for the current situation and we started from scratch. She then advised a full cancellation fee is due for this. I am frustrated at the lack of information tracked through their call centre and client communication structure. Now I am pending a notification or call regarding the matter, as I asked them to review my initial call with the terms agreed to