Unfair billing

I am not happy with your billing firstly I sent an email no one bothered to comeback to me until I decided to call u guys then I asked for a settlement fee for my contract the lady assisted me gave me the amount I waited for the banking details to be emailed till today nothing then yesterday a nice gentlemen called me offering me an upgrade I was super ****ed with cell c in a way that I wanted to canceled but he managed to win me back I agreed for an upgrade I asked him I need to settle the outstating balance he said he will get back to me with full details of how I can settle it withing minutes he got back to me told me he s putting me through to the guys that will assist with settlements I went through shut the lady who answered the phone was not willing to assist at all she even hanged up without assistance, my question is how am I given a settlement amount of 400 and something and then told that they will still debit the monthly amount? What s the meaning of settlement amount?? Why can't I pay it off at any cell c branch and get a termination letter same tym or something? I mean paying a settlement fee and u still debut is a ******* pls rectify this asap I need to settle this contract I will not be ridiculously charged