********** activity not refunded

I have an Edgar's account and about 2 weeks ago I got a call from them. The lady who called me explained that she is calling to confirm if I indeed want to cancel some airtime/ data subscription as requested to this via one of their stores . I told the lady I have no idea what she is talking about as I had never activated any such subscription. She said she will proceed to cancel the subscription and log a query with their investigations team as I never asked for the subscription nor have even received any data or airtime . I asked where this was done she advised it was done at Edgar's pan Africa mall. I went to tell her I had NEVER been to that mall to activate nor cancel this. About a week later someone else called me to advise that the investigations team says there was a call made from their store therefore they cannot refund me all the subscriptions charged from my account from Aug 2018 to date. I again to the lady it WAS NOT me who requested all this and she said she will request the call recording and get back to me , to date I have not heard back . And also fail to understand how someone who clearly pretended to be me managed to get this right. Edcon needs to refund me the total amount of all the subscriptions as they failed to verify this person's identity sufficiently and this resulted to ********** transactions on my account