Company Won’t Cancel my account after paying my cancellation fee.

I really don’t understand how a company won’t allow a customer to cancel one of their contracts with such hassle. I paid my GIVEN cancellation fee on the 16th November 2021 to end one of my contracts. Paid the retentions department as requested and received an SMs saying my contract would end in one month on the 16th of December. Have My reference number as well. The first of December I am told the repayment money is in my account and my TWO debit orders were taken from this so I had to go back to mtn to repay that debit order amount so that the repayment amount is there im my account for the 16th of December. It is now the 4th of Jan 2022 and my one account I was expecting to still come off hasn’t. Which means the debit order took the money out of my repayment amount im my account and my account wasn’t cancelled. Please explain how I follow all the steps given and you can’t cancel a simple ****ing account?? This needs to be fixed.