Payment query - Failure to pay

From 7 May, I received multiple messages from Cell C stating that my account is in arrears. So I contact Cell C, informing them that I made payment of R1200 towards my account, and this was done on 25 April already.

They tell me to send through the proof of payment, which I do. This in itself was another problem, as I made payment using Easy Pay through Capitec app. I even consulted with Capitec in regards to the proof of payment, which according to Capitec will be in the form of the statement.

So when I sent the proof of payment, it included the statement, picture of the transaction details and a picture of the historical Easy pay transaction. This was sent to them 3 times up to Tuesday, 9 May. Since then, I only get emails asking me to rate their NON-existent service. Until now, my account is still in arrears according to them, plus there is no communication regarding what is happening to my query.

In the mean time, I am eligible for an upgrade, which I can't do, due to the account being in arrears. I am out of the country from the 17th May, and won't be back for a long time, hence trying to complete the upgrade before I go.

So as things stand, I am unable to upgrade, cause Cell C is not completing the query. My name is being put in a negative light with the Credit bureau's cause of "Non-payment".

At this point, I feel like cancelling both my contracts, due to Cell C's failure to take my case serious and completing their part of the dispute in question. And as such, I also don't feel like paying any early cancellation costs, as this could have all been avoided if they followed up and completed everything, or in the least kept me in the loop as to what is transpiring regarding the query.