Refund of subscription incorrectly deducted

on 3 October I phoned news 24 to cancel my subscription. End of November they processed a debit order for November subscription. They advised me that they will keep on trying to obtain payment through my bank. I advised them that the debit order was cancelled. On 27 November 2020 I received an e mail from Navie Naiker as well as Teresa Bosman advising that they have sent my info to the finance Department. Finance Department requested proof of my banking details (which clearly they have on file) a copy of my ID and contact details which they also have. I submitted the required documents 0n 3 December 2020. I followed up with an e mail on 11 and 28 December without any reaction. To date 12 January 2021 I have not received a refund for the subscription incorrectly deducted.