Billing Issue- Charges

Hi! So I’m honestly so frustrated with Nos. 

We cancelled our mobile+ home internet early, because we were moving out of the country. 

We went in person (twice!!) to the Loja NOS Avenida República, to cancel and also sent them proof of moving outside of the country with a new rental lease contract already. After the first time, I received an email saying if I cancel the contract early there would be an early cancellation fee, so I went back the second time to confirm. 

Then store employees said it was store policy that they could not send any email back for any sort of confirmation, nor could they print anything for confirmation that we sent proof, but assured me that it was on my account, and I would not be charged the early cancellation fee.

I even have the email that I’ve sent to the specific store employee.

Also just in case, I removed the direct debit from the account, and Nos still charged my account today with the full early cancellation fee. 

I’ve tried calling to no avail as I haven’t been able to get through to an English speaking support agent, and the rest don’t really try to use a translator, or when I try to speak in basic Portuguese, they don’t try to understand either.

I don’t have access to the Nos phone number anymore, but I do still have my nif and the documents.

What’s the best next step here?