ITC and SSDA Complaint - Difficulty obtaining settlement letter

In 2019 I decided to get medical aid and once my application was submitted I received a call from the broker stating that I owed my previous medical aid that I had left due to employment exit in November 2018. I then contacted the collections company dealing with the account (ITC) and received the reference and banking details to use in order to make payments. I have been making these payments and on 27 July 2021 I made contact with the contact centre and requested a settlement amount as I noticed that I may be able to settle the account. The amount given was R1328.68 - I immediately made payment to the same account using the details I use on a monthly basis. I then received a sms on 29 July 2021 from the same company thanking me for the payment made and stating that I had a further R100 payment to make. This was obviously concerning, it is now 10 August 2021 and I have been trying to confirm my payment made instead I am met with difficult and rude contact centre agents who speak to me as if I am lying and have not made any payments. I have now today sent through proof of payments to the second email address and yet to receive confirmation of accounts being paid.