FAILURE TO REFUND AND INCORRECT INFO PROVIDED

In july I cancelled my contract and requested a settlement letter in order for me to action the payment. I made payment as per letter received, now end of August they deduct extra money without authorization. I contacted them and was advised they would refund me in 24hours to 48hours. I have emailed the proof of payment and done everything that was expected from me but yet money is deducted. I then spoke to Lerato who advises me today that it will take 7 days and thereafter I request a reference number for the call and she puts the phone down in my face per say.