extremely poor service from Cell C

Good day I have 2 contracts with Cell C and i wanted to cancel one of the contracts , i was told to pay the settlement amount before the end of January, and yes i made a payment on the 30th of January 2020, i called to made a follow up and cancel, they said the money hasn't reflected yet, i called couple of times until i was assisted by Mbali Somakhwabe who asked me to send proof of payment on her email address i did on the 5th of February, even today she hasn't came back to me, i tried sending her emails but no responds, when i call her on the number that is on the cell c logo(on her email) she says that is her private number ""i shouldn't use it but still she doesn't come back to me, so they haven't debited for the other contract on February and i haven't received anything that says the contract has been cancelled. today i decided to call the cancellation department, the lady called Qondi says they have debited on that amount i sent for ""cancellation""(for what? I don't know) and that there is another amount that i should pay for them to cancel that contract. and she says no contract has been cancelled yet, when i ask she says that there is nothing she can do, i just have to pay. so my concern is someone is not doing her job and now i have to face the consequences, i,m not the one who was suppose to do their job but now i'm being told i have to pay another amount. this is so not fair.