Contact cancelled in November 2018, penalty paid, but yet you continue to debit my account!

In November last year, I inquired about cancelling my pocket router contract before April 2019. I was informed that if I pay a penalty fee my contact could be terminated by the end of that month (November). I was transferred to another department where my penalty amount was calculated for me. Next step was to eft the amount into Cell C's account and email POP and I was told that I should follow up several days later to ensure the amount reflects in your account.

I followed all these instructions. I was told my R260 was reflecting and the contact would be closed, but my November debit would still take place - which was understandable.

End of December 2018 my account was debited by Cell C again - for the usual monthly amount. I followed up with your Contact Centre who let me know my account was active and was never cancelled even though they could see I paid my penalty fee. I was then transferred to your cancellations dept - who investigated and apologised on behalf of Cell C. She assured me she was going to arrange that the contact is cancelled. At the same time I requested that my Dec debit order amount was reversed. The Consultant double checked to see if I hadn't used any data on my ZTE device. She confirmed 100% was still available. I was then transferred to your accounts dept, who confirmed that she would reimburse my December debit order.

I have not received reimbur*****t to date. I spoke to a Cell C consultant this morning, who confirmed my account is still active.

I have not used any data in Dec or this month. I do not wish to be transferred from dept to dept to explain myself over and over again.

I have paid my penalty fee in Nov. I would like one person from your company to investigate this matter and confirm that my contact is cancelled and that my December debit order is reversed.

Cell C # ********** (Pocket Router - ZTE ... ) My case # ***& ********** ********** 70