Poor Customer Service

I have sent an email on the 3rd of September requesting a cancellation Zanele emailed me back to say my request has been escalated and someone called me a few days later wanting to find out why I cancelled. I explained I am no longer interested but she never mentioned my service with them will be cancelled. To my surprise on 1st of October I was debited R95. I emailed again then the same Zanele said she will escalate again. After 3 days of no response I emailed but was ignored, I called last week Friday on the 8th and spoke to Naseer and told me he will tell Zanele to cancel and request for my refund. It's Tuesday the 12th I have not received any communication.

The service has been very poor and disappointing to say the least. Can my membership be cancelled and refund my R95?