Debit on my account

I had a contract with MTN which ended on 10.10.2015, i called a several times before 10.10.2015 to ask what should i do to take back my number to prepaid they told me i should call on 11.10.2015, so i did so. to my surprise month end i get a deduction of R195 from my account, when i called MTN to ask why the reason was i never responded to my email that i'm sure i want to cancel my contract. so i asked i'm being charged for not answering my email!!WOW the consultant put me through to accounts where they told me they will refund my money within 8-10 working days, that has passed and nothing has been done. now when i try calling the contract dept i can't coz my number is on prepaid now so the perpaid people won't have any idea of what happened. like why is MTN ******** people? i've been a loyal customer for 15years and i feel i have wasted and spent my money on such network. i want my money back i'm tired of MTN with this kind of treatment.