claiming thers is no charge... then charging me

i called in telling them my cards is misplaced, asked for advice because i dont think its ******. someone on call center said i must cancel cards and order new ones. i asked clearly if i am going to be charged. he said no. i again ask and if i go fetch cards in the bank he said no. cards was cancelled in september. i was debited in october. The phone call was recorded. i called in to call center twice and said they will get back to me for a refund because that previous call was recorded. i am still waiting for a response 2 weeks now. no phone calls, no emails. nothing....!