Bad service ever

I'm So much disappointed I Called on the 14th November and speak to a consultant I was requesting for my settlement amount the consultant confirms that the amount I see when I'm checking my balance online is the amount I should pay, my account doesn't have a settlement amount because of the type of account I'm having that is what she said. then on 14th of November afternoon I made a payment of R1200 to settle my account. Today on the 18th November I called requesting for a paid up letter the consultant who was lady was very rude informed that I have to pay R300 for that letter I asked what is it for she then says my account is not paid in full however the consultant I spoke to on Monday said that is the money I should pay I'm so unhappy with the service is very poor why the company employ such people.just received a phone call from their company the supervisor is calling now "boom" call was hang up while explaining to her.