Cancelled Cellphone Contract Account

I took up a cellphone Contract with Telkom in January 2020 which they only debited my account for February and March 2020. I only realized in late November 2020 that my account hasn't been debited. I logged an inquiry because Telkom had cancelled my contract. I was surprised that Telkom closed off my account and charged me fees for cancellation I never asked for following the experience that their billing department failed to debit my account since April 2020. With the case number I was given to have my matter investigated and wish to settle the account without being charged a fee of about R900, my query was closed out by Hlengiwe Mtambo. No explanation done, none whatsoever! Hlengiwe sent me a mail on the on the 10 December advising that I have to pay R5678.50 in order for my account to be reinstated. Mind you my contract account is closed yet Hlengiwe does not give me references or account details where to pay the amount she is advising me of. Same day of her email I responded to her explaining why I logged a case with the details of the case and not of reinstating my account but to settle the account. I sent Hlengiwe another reminder today, 14 December but she still failed to respond to my email. I regret having to go into business with Telkom for a cellphone contract and would never recommend it to someone else because they fail to address such simple queries for their clients. What does it take for a client to have proper information to settle and close off an account with Telkom for their poor service and inefficient manner of managing of their clients accounts.