Poor Service?

Good day, I have stopped my account in the beginning of lockdown last year, It was stopped until the debut order started again without my concent. I did report this and asked that I am refunded for this and a lady said she will come back to me and I am still waiting.. I did phone again and someone said (i presume) a lady is busy with it and I am still waiting for it.. the Dubut order is still going off even though there is nothing in my account...