What does this mean?

I placed a drive-through order at McDonalds, Rosebank,, Johannesburg in January 2020. I was told my card was declined so I paid cash. In the meanwhile the card had been used to order R361 worth of goods on "budget". Eventually I noticed the R50 per month deduction and requested a refund, explaining the *****. They don't answer their phone and I have visited them a couple times and submitted proof of the deductions but so far no luck. A few days ago "Charlotte" promised to call me back but she didn't. Should I give up on them. Eddie Price (One-time frequent customer)