Contract Cancellation/Paid Up Letter Nightmare

I had 2 cellphone contracts Cell C in 2018. I requested a settlement quote from them for one contract in May 2018 and I asked that the settlement quote include the months debit order and they were in agreement. On 16/05/2018 at 19:17 I made an EFT patment of R2193.00 and i sent them a POP on 17/05/2018 at 14:37. I sent the POP to *** and *** and I received an email from them stating that they had received my communication to them and that they would allocate my payment accordingly. I then liaised with the retentions department and they advised me that the contract has been cancelled for account ***. This matter was resolved without any mishaps. My problems started upon "cancellation" of the second contract. I requested a settlement blance for the second contract in March 2019. I requested that the months debit order (as previously requested) be added onto the settlemnt amount and I was told that this had been done. On 05/03/2019 at 08h20 I made an EFT of R1203.56 and I sent POP to *** on 05/03/2019 at 09h50. I received an email back stating the below:

"Dear Miss. Simnikiwe Goda, Thank you for contacting CELL C… We are sorry to hear that you wish to cancel your contract with us. We sincerely hope that you would reconsider your decision to cancel and consider future deals to further enjoy Cell C benefits. Kindly note that your service in terms of your contract *** with Cell C will be discontinued on 07/March/2019 and your last invoice will be send to you during the following month. Please note that any accumulated bundled minutes will be lost. Regards Retention 084 143"

I called Cell C after 72 hours and I was advised that my second contract with Cell C has been cancelled and both my accounts closed.

Fast forward to 2020...

I had a bad car accident and my car was a write off, this was in 31/08/2020. My insurance (First For Women) paid out 11 days later (11/09/2020) . In November 2020 I attempted to apply for a loan so that I may purchase a vehicle and to my suprise I was told that Cell C is appearing as "unpaid" and when I told the bank that I had paid Cell C in full they told me that I needed to make contact with Cell C and ask them to resolve the matter. I contacted Cell C and I spoke to 5 different departments (retentions, customer services and 2 external collections depatments) and none of them were able to assit. I wasfinally assisted by a Call centre agent who advised me that there is an amount of R326.54 wwhich was ouytstanding and it seems it is a debit order which did not go off (the last debit order, which I had asked them to include in the settlement quote and they had advised me they did). I was desperate to rectify this matter so I did not ask questions. I made an EFT payment of R327 on 01/12/2020 at 09h30 and I emailed POP on 01/12/2020 at 09h50 to ***, *** and *** (i was advised that the admin email address is that of the legal department). I then called cell c`s legal department requesting that they assist me with a paid up letter as a matter of urgency. I was advised that the letter would take up to 48 hours. I then contacted Cell C 3 days later and I was told that the legal department is unavailable. When I called later that day I was advised that the legal department is working from home and that thay are "unreachable" telephonically. They advised me that the best they can do is to escalate my case and that they would be doing this via email. To date I have spoken to more than 30 people at Cell C and I have 15 if not more reference numbers. I have spoket to managers and to team leaders and they have still not assisted me. It has been more than 2 months now and I still don`t have a paid up letter from Cell C. I have asked them how they can cancel a contract if there is an amount outstanding and why they had not bothered to call me or email me re the outstanding amount and to date they can not answer this question.