Absa service & maintenance innovation team

Absa Service & Maintenance innovation group has deducted my funds on an inactive plan, however the debit was not even authorised on my bank account, upon phone calls, I was promised to be refunded & again when I call back they claiming that they wrote my email wrong for updates on contracts nor letter & they take approximately an hour to answer which Is money again, I have cancelled the plan but haven’t yet received communication regarding cancellation either sms/ mail.