No feedback regarding ***** on my account

On 26th May I went to pay my Edgars account and realised that there were additional charges on my account. When queried I found out that in March someone added the a VIP package onto my account which I did not agree to nor want. <br> <br> The consultant then phoned Edcon financial department where it could be looked at and corrected. I was put through to Thuli who expired the request and processed the refund on my account. When I asked for the name of the persona that loaded it **********ly on my account with no permission I was put on hold - for 8 minutes which is unacceptable. When she came back she told me that her manger would look into it and I would receive feedback 48 hours later regarding the request. Her manager's name was Beverly. It has been 6 days and still no response.<br> <br> I also asked for an email confirming the cancellation and refund on my account which I also have not received.<br> <br> This is unacceptable!!! Can someone please provide decent customer service??