SETTLING CONTRACT ACCOUNT

I had contract with MTN since 2018 everything went well until last year we faced with pandemic which forced us to stay home not working which resulted in getting half salary. I tried to make arrangements with MTN but as usual that contact center will queue for long without getting through. Last year around November they stopped debuting my account, I went to branch in Bloemfontein, Mimosa mall to ask to settle the account but I was told that the account in inactive but couldn't give reason why. Since then I have been trying to communicate with them several time going to different branches even calling their retention department but still am not getting help. This has affected my credit score very badly.