AFTER SEVERAL CALLS AND PROMISES MY SERVICE HAS STILL NOT BEEN ACTIVATED

I called in December before the 21st and requested that one of my Exploras be deactivated since I was going on holiday. The service was deactivated as requested however I was debited for that service. I called to reactivate that service, the service was not activated. I called again yesterday (22 January 2019) and I was told that the service had been activated. I also inquired about the payment that was deducted and I was told that because I called on the 21st of December, it was late for them to stop the payment. Then what happens to that money, will I be credited? I arrived home and the service was still off.