Struggle for Settlement letter

All i need is just to pay off my contract phones, i need settlement amounts and cancel my contracts with cell c. I have been struggling for almost a week now to get this from cell c because of unprofessional cell c consultants. On the 21/09/2021 i called asking cell c to debit my account that was suppose go off on te 20th( my debit order date) but with no luck. Cell c suspended my both lines without notice while m waiting for debit order to go off. i called again on the 30/09/2021 this lady advised me to pay my arrears R670.00 x 2 by EFT then i did she open up my lines. Following day debit order went off from my account then i reversed it, cell c blocked my line again, i called then i was told it is was mistake then she opened up my line and i spoke with her team leader Denzelen Adams( i have email) asking for settlement amount. She promise me that it will take 48hrs but i waited untill today 05/10/2021. I called in again the lady that i spoke to was so rude she just told me that my account is in arreas she cannt do anything about it i must send email to proof of payment department. I called again the other lady just dropped me with a phone. Sitting here now i am very fustrated and stressed, i have money in my account i just need settlement amounts to pay off my accounts and i need them to sort out my accounts becuase i am not in arreas at all. Plz plz plz help