No Industrial Strength to sort out Magical Matrix

I signed up for Wi-Fi subscribtion with them and agreed to a debit order on the 28th of the month. I contacted them on 4 Dec regarding the issue as their deduction came off very late and not as agreed. I was assigned CAS-366668-PB2W9T. On the 13th of December I received an email with the following "We put our legendary support team with Successful Mabilane on the case and they have used their industrial strength in our magical matrix to sort things out for you." and the subject of the email was that my case was resolved. On the 16th of January they deducted the money from my account. I emailed them that this was not resolved on the same day and I'm still waiting for a response.They also take very long to respond to emails if you log anything online you never hear back from them. Its also not clear on the website how to cancel this subscription. Please show me what magic you are using to sort out this problem