Disempowering process to early settle only one of my accounts!

What started off as a simple request on the process to settle one of my accounts as I have some spare funds, has spiralled out of control since I received a settlement balance letter with a higher balance (almost R600 more!) than the actual balance reflected when I log in to Smartcents. The account balance reflecting on Smartcents included the latest payment made 21 June. I feel like the consultant giving me the feedback is incorrectly analysing my request and giving me inconsistent information (telephonically vs emails). On Tuesday, I thought I escalated my complaint to '***', however, it also seems there is no complaints process as the same consultant is simply continuing with my query/complaint responding after hours on Wednesday, with not even a phone call out of courtesy to a complaint? I've sent several emails but I fear this back-and-forth is a waste of time and the settlement balance provided is only valid till Monday the 8th. Please, can someone more senior or in the actual complaints team look at my case and concerns and give it the necessary attention instead of fobbing it off to the same consultant again. I'm not happy with the responses received and timing thus far! Please change my negative experience into a positive one so I can feel empowered to settle one of my accounts! Isn't that the purpose of debt counselling/review to help consumers get out of debt and stay out of debt, enabling them to make informed and better decisions due to the education from going through this process?!