Pathetic and incompet

Where to begin. On 14/04/2021 I asked Vodacom for a settlement letter for me to make payment to close my account I spoke to a consultant that send me a letter and made payment in a couple of days thinking got my account payed all over and done with. But to my surprise as months go by I got 5 missed payments on my credit score. So I tried on multiple to contact Vodacom to resolve this matter. I then send countless emails regarding my query all automated emails with information to add in the email. So I have done so. But once again no contact form a consultant. In this month of February I got a got a call from VVM for debt collection on my outstanding amount. After explaining my matter said I should send all my correspondence wit POP and settlement letter so they could follow up. It been more than a week with no feedback. Also all of a sudden I got phone calls from Vodacom to settle my outstanding amount with all firm of discount on the payment Why should I pay even more money if my account has been settled. Really pathetic and incompetence at its best to resolve such a easy matter and not that difficult situation to grasp . But has been drawn out close to a year and no end in sight to get this resolved