Unauthorized debits

This company is deducting money in my account even when I haven't received their parcel .I spoke to a lady called Thato she said she will escalate it but till today no one has contacted me .

I received the first box .I paid full 12 months and requested to cancel then another consultant call me and promised they will reduce installments and add this and that in the box .since then I havent received anything and my account is still debited for two months with no box received and same previous . I am so disappointed at their service and I want my refund back .To top it up you don't answer your calls