Worst resolution process.no feedback no transparency

The customer service and resolution process is appalling ,very poor to say the least .i am taken from pillar to post for them to close my account. I escalated my proof of payment and statement to Penelope on the 2nd of January 2025 then she said she would escalate for payments-to be allocated then she asked for the same documents in February and said she will escalate AGAIN, no feedback already even with the proof given they refuse to close my account .i don't understand how i am supposed to pay for a phone i am not in possession of ,why they refuse to close it even after I have paid of off , you go asking for feedback and they rude customer agents just brush you off. Months passing and I have been told to be patient,how do you tell me to be patient while my credit score continues to be affected because you claim I owe you.