Staff not trained properly thye give wrong information

I called and spoke to some in the week to cancel my package I was told it will be R180 cancellation fee as I have 4 mo ths left of my contract, I call yesterday again to cancel the lady told me I must pay R180 cancellation fee upfront then It will be cancelled which I did she then checked and told me I must pay another R29 as that's what the system shows and I also paid that. After I made the R29 payment I called in again and was told I need to call in the morning as the cancellation department close. Why wad this not explained to me when calling the 1st time. They also told me ill get a refund as im canceling before the monthend and I paid for the full month already. When I called saterday morning the cancellation department told me it will be scheduled for cancellation month end and I wont get a refund after I was told I will get as im canceling immediately.