Double Debiting Account

Last month a Neo Siphiwe ( I think surname is Khamandisa) decided to make a new sale on top of my existing contract. As a result, I have been double debited and been fighting to get my money back. I apparently have 2 contracts for 2 vehicles, but I only have 1 vehicle. Finally I managed for the old contract to be cancelled, now I am told Cartrack can not pay refund because I didn’t state that I want my old contract to be cancelled. I explained when he called me, he mentioned that Bsure Insurance asked him to reach out to me to organise the installing of the device, I then mentioned that I am already an existing customer. Neo is responsible for all of this mess, but for some reason Cartrack is not holding him accountable. Talk about an appalling customer service experience.