Cancelation of my contract without my concern

Good morning

I currently had a bad experience with telkom since I requested clarification as I was or I have cell phone contract with them that is canceled because I couldn't able to pay due to I lost my job

The balance was R12688 last year on October 2025 when this year 2026 January trying to do payment arrangements as now I am working they send me from pillar to post

I did phone again on February they tell me I have to pay R19000 I asked them , I don't understand why it's now R19000 as all the people I was speaking with they told me the contract its canceled

They transfered to financial department, they told me the amount R19000 because its includes cancelation fee , I asked them is it possible to cancel the contract without my concern

The lady said to me she will get back to me , I asked her for email address, I did send email now its three weeks without response

Can you kindly help