Shocking customer experience ( Contact centre)

I called customer service on the 18th March to request for a settlement letter. I made the payment on the 19th and sent back the proof of payment as advised the consultant who sent me the settlement letter via email. I was told that the d.o would still go off on the agreed date (27th). Today I called in and spoke to Tefo, to make cell c aware that a debit order hasn't gone off as I was told it would. He consulted with his team Leader Themba Duiker, whose suggestion was that I wait for the lockdown period to be lifted as the cancellation team isn't available. When I declined this suggestion he requested that I forward all the comms so that he can escalate the matter -30 minutes later. I have just sent the email trail and recieved an auto response that the email that was spelled out, confirmed and reconfirmed does not exist. I am now holding 20 minutes and counting as I type this, on another call to Cell C waiting for a team leader to come to the phone