Not valued as a customer and been told to cancel my contract by a stuff member

Got a call from accounts department and have been told the account is in arrears and I went through the statement with agent and my account was not in arrears then I requested to cancel my Debit order as don't want to pay on missed payments charges due to affordability and then I asked to be totally removed from the eft or debit order but the agent told me it's not possible and if I can't afford I should just cancel my contract and then I asked that I speak to the manager as I feel I have been paying this account for a long time and there are other companies offering same benefits and been told as a client to cancel my contract I feel not valued as the account department have asked me to cancel I should cancel without penalties, I can't be in a company that doesn't value me as a client. The name I had was Xolani Ngwenya and forgot another name the transfer to manager didn't go through and I was cut off