REFUND!

I had previously cancelled my vitality membership and was assured that the last debit would be the 01st of December 2020. Sadly this has not been the case as another debit order has been processed on the 02nd of January 2021. I made another telephonic enquiry today only to be informed that there is no record on the system of my cancellation. Can this matter be rectified and be refunded my R280?!