Cancellation Fee Double Charged

I have app**** to have my Cell C contract cancelled in August effective 1 Sep 2020. I paid R1 368.50 cancellation fee on 24 Aug 2020. At first my contract wasn't cancelled as requested on 1 Sep 2020. I had to ask again, and it was eventually cancelled a few days later. I did own Cell C an amount of R2.82 for usage in August, that I paid on 15 Sep 2020 and my account was fully paid up on this date. Now in October Cell C invoiced me R901.37. The statement shows this amount is for a cancellation fee. It seems they charged me R1 368.50, and because they slipped up to cancel my contract on 1 Sept, they are charging me again for cancelling the contract thereby double dipping.

I have phoned the contracts dept. They can't help me because I am now on prepaid and they can't view my statements any more. Retention dept. doesn't deal with billing issues, although they said they escalated the matter. I have ref. numbers for the times I phoned to query this from 12 + 13 October respectively.

My debit order date is on 25 Oct, and it seems they will be deducting this amount as I still haven't received any confirmation that my statement was now sorted out although empty promises from the call center agents were made that I would receive a call back withing 2 days.

In my experience, since cancelling my contract in August, it was and still is very difficult to get admin/financial issues sorted out. No one at the call center could really help me, and have had to escalate my query, but after that, I have had zero further feedback from whomever it was escalated to. It really is such a frustration!