Additional charges after settlement

I requested telephonically for a settlement amount on my game card an received it on the 1.07.2025, for an amount of R312.32 which was paid in full an submitted the proof thereof. On sat I recieved an email asking for my ID number to view the POP, which I provided. On the 7.07.2025 I recieved an sms stating I owe R62.92 additional on the card. Upon phoning Game I spoke to Marlon an he said it's a policy added to the card he does not know what policy. I must email the policy dept to have it removed. I requested to speak to a manager an his manager listened an she dropped the call after i asked her why was an additional amount not included in the settlement when I specifically asked if the account will be settled. The caller told me there will be no other fees an no interest extra. I want an investigation done on this an the manager who just dropped the call on me should get a disciplinary hearing as that is plain down rude and not how you conduct a call from a client who simple asked why an additional amount has been added. I need an apology letter an a settlement letter that this account has been paid up an that extra amount of R62 has been cancelled for whatever it was deducted on. A settlement letter is a binding agreement on email an on sms which I recieved and cannot be altered as it suits Game.