Matrix ******** debits

I have been trying to cancel my subscription with Matrix due to loss of employment, I requested for the debit order to be cancelled so that I could make arrangements to pay the outstanding amount which was R200 however the *********** agents kept telling me I do not have a right to cancel and need to pay off the outstanding balance before I can cancel the contract. I advised while the account was just a month in arrears and I new my financial situation was going to get worse however they just kept trying to debit the very same account I advised had no funds and it has hiked up to over R5000 and it has been over 2years incurring unpaid debit order costs and the balance keeps going up. This is just an ******** practice considering that I requested this in 2022 and have been trying to close the account since then but the consultants are rude and always hang up on me. I am really frustrated and unfairly treated by your consultants and the customer service is the worst. All I need is to cancel the subscription without being demanded to pay a huge amount in 20days or else the debits continue and the balance keeps hiking up . Im ready to go to the ombudsman as this is really ******** practice and unfair