Debited for acc that i cancelled

On the 26th of july my mother phoned to cancel the voip line which she used all her airtime waiting for some 1 to help her any ways the voip line was cancelled which after my mother emailed for tham to collect the phone which hasnt been collected than on the 1st she was debited for the phone which we cancelked since 26 july its been 9 days since we emailed mweb to find out when they are gona collect phone.i find this service bad as we are cusomers of mweb for years i expect to be refunded and for a person to contact my mother on *** ac no BA7133OTZO40 plz can this be sorted by tom as im not happy with this service and mught take my service elsewhere.