Cell C bad service

I took a renewal of data contract early this year for 20G anytime data and 20G on *** for R269 but Cell C deducted R649 every month and I have made a follow up countless times and I was never assisted. Upon my frustration I have decided to cancel the contract in July 2021 because I could not afford the R649. I have requested a paid up letter for the account on the 18 August 2021 and received an email confirming the receipt of my query on the 19 August 2021. On the email it was said that the turnaround time to attend my query will be 48 hours but up until today I have not received the requested letter. I have been making countless follow ups telephonically and been sent from pillar to post by the unprofessional Cell C consultants.