Sub par customer service, charged for a line I'm not using at all

I have been an Axxess client for two years. Even though payment is pro-rata, upon cancelling I was informed there is a calendar month notice period. I moved out of my previous place and completely disconnected my line and also requested cancellation, however I was still charged R650 for a line I have not used at all whatsoever.

I have kindly asked for a refund as I'm in a sticky situation and need the money. The customer service was not sympathetic in any way and gave no leeway to my situation. Upon phoning and asking kindly I was informed a supervisor would contact me to chat about it. Over 3 days later I have not received a phone call.

I understand the 1 month cancellation period is in the terms and services (which no one reads) and I have kindly asked for leeway as I'm in a tough situation but customer service is sub-par at best. I have also mentioned that I recently referenced two friends to Axxess who are now on R600+ contracts. A little bit of empathy in these tough times would be great