I've had a great experience with Sparks Riversands however I sent my termination request early, and I never got any response, I even locked it on their E-admin app but I didn't get any feedback until I called Riversands to follow up

I've had a great experience with Sparks Riversands however I sent my termination request early, and I never got any response, I even locked it on their E-admin app but I didn't get any feedback until I called Riversands to follow up. I only got the termination link in November, a month later. Now they're charging me R6000 for not terminating in time. How come I'm being charged this amount if you guys didn't attend to your queries in time? I sent my termination request in time but they chose to ignore my request. Poor communication