Charged cancellation fee on month-to-month contract & double charged (R9000+ incl. VAT)

If I could choose no stars, I would.

I took out a contract with CellC in 2018. It was paid off in 2020, and I continued on a month-to-month basis (which was clearly indicated on my monthly invoices). I upgraded in Aug 2022, and in Sept 2022, I was charged a cancellation fee of R7743.30 for that first contract! I was also double charged for the Pinnacle 2GB TopUp for Aug 2022 (an amount of R115.48). With 15% VAT, that means I had a total of R9037.59 erroneously debited from my account on 1 Oct 2022.

I logged a case with Customer Care on 1 Oct 2022. I have been trying to get help every day since then. Instead of having one case that runs and can be queried, they keep issuing me with new ones (I've had to keep a list!). And then closing them. I've received SMSes telling me to "receive feedback" and "rate our service", but I've had to phone to find out what that feedback is. I was phoned once on 10 Oct 2022, but the consultant first tried to tell me that it was ***** on my account, and then that it was correct that I was charged a cancellation fee. That there is no such thing as "month-to-month", and he refused to understand that the contract had been paid off. He supposedly escalated that query, but again. No feedback since then - it's "still running".

The service is absolutely appalling. It would be easy to clear this up and "investigate", if someone would just call me! Customer Care claims I've been called, but I haven't been. The first time, it turns out they phoned the wrong number. If they have tried again, they've obviously been phoning the wrong number again. How hard is it to phone my CellC phone number?! Or how about email?

Over R9000 is no small amount, but CellC obviously doesn't care.