Contract billing dispute

I had missed my Dec or January installment for my contract, taking into account my contract was ending at the end February. As a result, I call Cell C realising that they will do a double debit to make up for the missed payment. I call to make a payment arrangement mid Feb so that they can split the two payment, one being end of feb and the remaining being end march. so I can service my notice and stop paying the contract end of April as I'd be done with the phone.

The customer care lady said she had done the arrangement. I then proceeded to ask how do I close my contract in the whole situation, she said, I should be able to close with a 30 day notice after settling the arrangement. All good in eyes and ears.

End Feb the first order goes through, and then few days later the next one goes through. I reverse the latter because I had made an arrangement. (1st blunder).

End of March, they have now added another monthly amount, meaning now that they've doubled up on my installment. So now what happened to my arrangement? (2nd blunder).

I call Cell C asking what is going on, I want to pay but I'm not willing to pay extra on amounts that I Didn't agree upon. We proceeded to talk about the whole thing. now this is the 2nd lady explaining things to me. And escalates as a "payment dispute" and gives me a reference number. They promised to call m with 48 hours...4 working days goes buy and no one ever called. (3rd blunder)

I then proceeded to call them asking them what's happening to my case any resolutions? They ask me for a reference number and I gave them the reference number, they say this is not a case reference number but rather a call reference number (4th blunder) and 3rd lady I'm talking to. She then listens to my case too (long story and I'm getting irritated now) and then somehow manages to see my case and the response is "refer to cancellations department". At this point I'm a tad bit confused because I'm disputing my payment arrangement. I let her do her job.

She puts me through to the cancellations or retentions department (4th Lady). I tell them I'd like to cancel. She seas an amount in arrears and tells me I can't close this contract and I'm like yes I understand but then your agent put me through to you.

She then explains why she can't close (in my mind I'm like, so I have to continue paying for this service longer than what I had imagined since the "payment arrangement").

She then refers me back to another lady (5th lady) who I proceeded to tell the same story again and she then escalates my case to payment arrangement and gives me a case reference number saying they'll be in contact. Annoyed as I am, I then said well hopefully they'll call me this time without me having to call back again. I then asked how do I get a recording of my first call so I can show proof as to how this has gotten here. They tell me the instructions and I do them while on the phone.

Sure enough they call me to arrange payment, but I'm like I can't confirm this arrangement now because I'm awaiting a recording. I receive a mail a couple days later saying I should go to a Cell C store to listen to the requested clip. She understands. Few days later I get a call again asking about the payment arrangement and I tell them the same story. (funny how they are aggressive when looking for money but can't return a simple call and giving wrong references).

I finally get a chance to go to the store, Fourways to be exact. I get there tell them my story and show them the email saying I should come to the nearest store to listen to the clip and the agent (Mdu) looked dazed and confused. I mean if he's in this state, what about me? WOW! we couldn't even find this recording on the system!!!! not sure why can't you send to me if this is digitalised!

He proceeds to call the customer care centre and they manage to get me on the phone using the store phone....Guess what....yep you guessed right....I had to repeat myself to Samukhelo (if I'm not mistaken) for the story.....Really getting frustrated now as shes's telling me about procedures and what not, I wasn't hearing it as I've dealt with multiple people on this journey and all give out wrong information.

We finally get to a point that she has requested the recording, promised me to get a reference number and they call me back. It's almost two weeks now and the reason I'm writing now is that today in the morning, got a mail about my account and the amount continues to increase.

I'm really defeated at this point when it comes to the service on such a simple thing. Now I don't know what to do or call as I don't want to repeat myself, I just need someone who will give me a solution as to how it'll all pan out.

I've even lost count on the blunders and people I've spoken to on this journey.