Unauthorised debit order

I took an MWEB contract in 2024 and cancelled it after 1 month. Two days later MWEB sent someone to collect their router which I had not even opened as I was using my own. This was at the beginning of Sept 2024. On the 28/02/2025 MWEB deducted R699 and when I queried it on the 01/03/2025, I was told it is for a router. I explained to the consultant that the router has been returned and he logged a refund enquiry MWB***3. Today 12/03/2025 I am following up on the refund I kept on being sent from pillar to post and the last person I was transferred to hung up on me. Not only did MWEB took money from my account now I must spend money that I don't have phoning them asking them to return my money. I tried being nice and followed up telephonically and I wasn't irate, but to be disrespected like this is taking it to another level. If I don't hear from anyone by Friday 1/03/2025 (that's just how patient I am) I am logging an Ombudsman case.