Requested Refund - No service Delivery

A cap was removed from my MTN cellular account without my consent. MTN charged me for it, two months in row. When I inquired about this, MTN had no answers, and told me that they cannot track the person responsible. They blamed it on their system. I went in store (Century City) about a month ago to submit a request for refund. The lady that assisted me was very polite and helpful, wish I had this experience with MTN in general. After all that, nobody contacted me, I had to call 809 and found out that the money was credited to my MTN account. I need that money paid to my cheque account due to personal commitments. I never gave them permission to credit my MTN account because I need the cash. After numerous challenges with their help desk, I was given the contact details of a credit controller, who should be able to assist. But the number doesn't even ring, so I emailed her, but received an automatic reply that she is not on office. I need this issue resolved as a matter of urgency. I can't carry on like this, it's like you always hit a brick wall when it comes to solving issues with MTN.