Once a good company turned Horrific

I settled my account with Finchoice a over a month ago. I provided proof and engaged with their representatives. They Debited my account still. I asked for a refund. They refunded in two days. They still Debited my account this month. Over R10k my family is suffering. Haven't bought any groceries. I had to stop my 3 year old from going to school because there was no food and transport. I have been a good client of Finchoice and never defaulted my payments. And they have been good to me unt recently. It's been over a week now requesting my refund. The only thing I get is , it has been requested and will be paid once approved. How long does this take as I provided proof. It's very sad. Literally no food for my boy...made follow ups twice today and they ignored me. To make matters worse they closed my ticket before being resolved