Non-disclosure and poor service

In May 2015 I called Tracker to terminate my account since I had sold my car. I was told the retention department would call me in 48 hours to finalize the termination. I didn't get a called, I called them again in June however I was told once again that terminations were done by the retention department. In August I eventually got a call from a 'rude' agent, he told me I had to pay R1200 to terminate the contract