SMS and Airtime subscription issue NOT RESOLVED!

I called the Edgars customer service call centre on the 17th of September to report that I had a unauthorized charges on my account for airtime and a sms subscription fee. I spoke to Bulelwa, who said they were escalating this to be cancelled and the amount deducted from my balance, they said that I would be contacted within 48 hours once the matter had been resolved. It is now 2 weeks later and I still have not been contacted, plus the amount has not been removed from my account! This is unacceptable and I want this matter escalated immediately, otherwise I will close my account. The reference number I was given was ********** 4000/GO