overcharged and really bad communication

I had a contract with Mastercare for many years... Never received a printed contract although I was contacted telephonically a few time to be offered additional cover for appliances. Then when I needed Mastercare I could not find them anywhere in the 'phonebook- yes there are some people who at some time did not have internet. Not being able to contact them, meant the contract was of no use- try to cancel- can't be done by the client ,Mastercare must do it! eventually I made contact only to find my premium was not the 95 rand as on the contract eventually sent to me but R200.00 pm. Contract eventually cancelled- 4 months later- still no communication from accounts. When do I get the refund for the overcharge!!!!!