no assistance from customer service to managers

i went to cell c Ndofire mall in august with the view of paying up two of the three contracts i have with them, i advised the person assisting me that i want to pay off both contracts but would still like to receive the airtime until the contract ends in November. he gave me an amount to pay saying it is the settlement amount for both handsets with the pay-pal reference, we even called the customer service while i was in store to confirm the amount that i was to pay off the contracts. i went and made the payment on that very same day and went back to the store to hand the person assisting the receipt, and was advised to contact cell c a month prior for them to cancel the contract on the 074 handset of which i did on the 18/09/2017, i spoke to Mpho from retention(084143) who advised me that it was done,i was not advised by the agent at the store or over the phone that i need to sign a form and fax or email it through together with proof of payment and the copy of my identity so that the accounts can be closed since i paid them off, in September i decided to upgrade my 078 number at a store in Mall of Africa and was advised that i will start paying for the handset in December after the contract ends,now fast forward to October i was debited by cell c twice for three contracts of which the two, according to my understanding have been paid off as per store and customer service information. when i noticed such activities in my bank account i contacted the retention department again to inform them of that and they said i was billed for swapping from prepaid contract to an open line but i can go to where i made the upgrade(mall of Africa), i contacted the store and spoke to Brian and he advised me that the money deducted was for the very same contract that i was settling not for the swap, he said that was free since i have been a loyal cell c customer for 4 years, and he advised me to go back to Ndofire mall. i went back and spoke to Neo who was assisting me in August and he said that the money was for the swap, so three people gave me different stories and i let it go. now currently i received a statement saying that my account will be debited again for the very same two contracts i have settled, i contacted customer service retention and was told that they will escalate my query to management and that i must call back and ask to speak to the manager, yesterday at 4:16 i made a call and asked to speak to a manager and was advised that he is busy on the line, told my story to the agent again of which she gave me a story that the amount is for the contracts i wanted to settle in August, and apparently someone did not do what was required, i told her that they must settle it AD AGAIN SHE TOLD ME WHAT THE FIRST PERSON TOLD ME WHEN I CALLED EARLIER ON THAT SHE WILL ESCALATE THE CALL BUT NOW SHE MUST PUT ME THROUGH TO THE CONTACT CENTRE THAT DEALS WITH STORES SINCE I PAID AT NDOFIRE MALL. she put me through to an agent by the name of Emily who said she is in TRADE PARTNER, SHE WAS RUDE FROM THE TIME I WAS PUT THROUGH UNTIL I PUT THE PHONE DOWN BECAUSE I WAS NOW ANGRY. at around 5:15 i made a call to retention again and asked to put through to a manager and had to wait for like 5 minutes holding only to speak to the team leader who promised to contact me at 8 according to my request by until now(11:17) no person has contacted me. I AM SO ANGRY AND DISAPPOINTED BY HOW A COMPANY I HAVE SUPPORTED FOR THE PAST 4 YEARS AS A LOYAL CUSTOMER IS TREATING ME.