*********** staff and lack of processes

I contacted Netstar on 5 May 2025 to cancel the service as the vehicle was sold. I was advised to pay R1847.13 which includes the final debit order fee. The payment was actioned on the same day and proof of payment was sent to ***. On 6 May 2025 I received confirmation from Palesa advising that the proof of payment was received. However, when I called to speak to the finance department on 07 May 2025 to request the updated statement reflecting the final payment and to confirm that the debit order has been canceled ensuring no further debit orders as well as request a paid up letter, I was advised by a guy from finance to send a further email because the agent who responded to my email failed to receipt the payment, infact this guy couldn't even find my proof of payment or confirm cancelation of the debit order/no further debit orders will be processed from my account. It seems as if there is no process for the above as I followed the process I was initially advised of when I spoke to finance but today someone else from finance has requested I follow a completely different route which I refuse to do. I requested to speak to a manager but the guy placed me on hold for 30 minutes which is absolutely frustrating. Netstar needs to have this resolved as their staff and processes seem utterly *********** and lack structure respectively.