False agreements and Disgusting service

On the 1st of February 2023 I contacted WebAfrica via the WhatsApp Chat to give my 1 month's calendar notice. After a discussion of the reason for termination with agent Vuyiswa R, Vuyiswa got approval and offered a price match of the other ISP and the month of March be free of charge to which I accepted. In the chat I also requested a letter to be sent to me as a reference. Vuyiswa confirmed that a credit was app**** and that from 1 April 2023 I would be billed at the reduced price. Chat ***. On the 1st of March 2023 I was debited my original bill to which I went back to the Whatsapp Chat to speak to a billing Agent. I was put through to an agent Ouma L. After explaining my situation with the agent, Ouma was very rude, and short with me and did not assist me with my query. The agent requested the email letter that was sent to which I was not able to locate. When advising the agent, I was told there was nothing they could do to assist. I explained that the agreement was in the chat that I had which was evidence. The agent proceeded to say that the previous agent had made a mistake in offering me a free month. This made me question whether the email was accidently deleted or if Agent Vuyiswa had retracted the email sent to me. I again explained that I have the whole chat in my WhatsApp as reference to the agreement to which Ouma responded I cant have the service for free. I responded that it was not my fault and that Webafrica should not have their agents offering free service. After a lengthy back and forth discussion with Ouma L and not receiving any sort of service, I requested that I would like to cancel my contract and given the service I just received that the least they can do is accept my 1 month calendar notice effective 2 March 2023. Ouma responded with just ok. Upon requesting confirmation that my contract with WebAfrica will be terminated as at end March 2023 Ouma responded with No. That was the end of the conversation, there was no further communication from Ouma side. Ouma just allowed the chat session to expire without assistance nor compromise. I feel that Ouma was rude towards me as a client / customer, nor could Ouma communicate with proper grammar. I also feel that although I have the agreement in writing (WhatsApp Chat) it was not taken into account. There is no contract signed with WebAfrica other than having a communication of agreement. If that is the case, then why was my agreement with agent Vuyiswa not accepted? Chat ***