Refund declined to airtime/data I never received since 2017 and it 2019 now

Jet tokai blue route mall/Edcon group

I went to the Edgar's the end of May made a payment. And the cashier ask me if Im aware of my monthly airtime/data that I need to receive every month and she said, she's asking because a customer before me came for the same thing and she ask me if I'm aware about it am I receiving, because it's stated that I'm paying for it since 2017. And I told her no it's the first time I herd about it and I never received airtime or data. I always purchased my own when I need I told her . She canceled immediately and call in customer service and told me I should keep cell phone because they would call me in 48 hours they never did. and she told me they should refund me.. Email was send in June on the ware about of my account and the money refund. Email came back from Tebogo Qwanga refund decline and in the email he states that I agree to the airtime/data subscription and the mobile content. I therefor took the matter into my own hand and email tebogo directly in my email I ask him how can you not refund me I never received the airtime nor data and iv been paying for it since 2017 every month unaware.and if I agree to it please send me a copy of papers I signed or a voice records where I agree, his reply was his not the person to deal with I should send all information to ***.. And of course I did that all they send back was please send us all your information I did that no reply from them I send an email back they send me the same message please send your all your information. I resend it. No follow up yet. I went to the store on the 1st of September 2019 I explain the cashier she told me to come back Monday I went there Monday 2 September 2019 they just send another email. It's just emails send but no reply about my refund. Fruad was made on my account and sombody is responsible for it. But no help. I have all my emails I know all of the people I spoke to in the store. It's 4months now after my cancelation and no refund just emails that lead to no solving. And plus I went to my service provider and they have no contract or any relation with jet or the Edcon group. I'm sick of this back and forth I want my refund money back.