Unhappy Customer

I have been with Cell C for about 10 years and until now I have been quiet happy with service. Since March this year I have been trying to resolve a dispute regarding a charge that is going off my account. I was given case number *** which was closed without any feedback or resolution. I called the call centre again only to be told there was a strike and backlog with cases. still no feedback. after numerous emails to customer services with proof of debits I called again on 18 June was given a call reference number(***) for a refund since I was told I cannot be given an email or case number and refund will take place in 7 days. It was confirmed on that call that I will not be debited again as the banking have been changed, also no other confirmation was given to me to assure me of this. To date I have not had any feedback or refund. Today I was given another case number *** as I was told nothing can be done with call reference numbers and they only are able to work with case numbers. to me this is absolutely unacceptable. How does your system operate where a customer cannot receive a confirmation email or sms or anything to prove changes have been made or prove a conversation held telephonically so that the next person who takes the call is able to help. I was assisted today and I can only hope this matter gets resolved if not my family and I will be cancelling our contracts with Cell C