Not happy

Hello I am really upset that I pay my accounts in full but you still want to charge me over R3000 cancelation fee and send me to your legal department without even contacting me about 1 wrong reference that you didn't receive. Even after trying to upgrade my account and finding out it is at legal then trying to communicate for the past 3 months trying to get you guys to allocate a payment so I can upgrade. Now being charged a cancelation fee that I never even wanted to cancel