Ridiculous!!!

My husband called in to cancel his contract and they provided a cancellation letter and asked for a cancellation fee of R1500 which he paid in full. Now when we call in to confirm that the account is fully paid the agent says he still ows R5000 as the account is still active on their side. They gave us a whatsapp number where we can send through the inquiry including the Proof of payments. I am not sure if this is an automatic service with a robot or if someone is manning the service but we only get a response to choose an option after waiting for several minutes, when selecting an option it takes hours before someone asks how can they help. After providing the details of the issue and attaching documents - the chat starts from scratch with the same prompt that was posted initially to choose an option. I am ver disappointed in their services.