Refusing to pay

I took an educational plan and called in to cancel on 29/06/2023. The lady confirmed I will be paid my funds of R3145. I cancelled due to affordability and clearly stated I will be using those funds for my child's school fees and transport. I had to cancel due salary adjustment. This was confirmed and also to my understanding from the time I initiated the contract that I will cancel with an exit fee charged. I then received a mail on Sunday 02/07/2023 after making financial plans based on my conversation with the lady and agreement that I will receive the funds in 5days, the mail stating I will not be paid out the funds. A lady by the name of Barbara mailed me with the snipped part of the contact showing the restriction. Yet again I have a copy that states contract cancelled and and exit fee will be charged. So, as far as I know, as agreed on the recorded line, the lady promised my funds this week, which is R3145. She confirmed I quote "It will take 5days but we will do our best sort this out soon". If it's 5days, I should be getting my funds tomorrow 04/07/2023, if it's 5 working days I should get my funds by Thursday, 06/07/2023. Should your decision remain not to pay the funds and agreed, please send me a copy of the call recording for Thursday when I called in to cancel, I will be escalating the complaint.