On Air rip-offs

I order an On Air service in September 2017, cancelled in November 2017. Confirmation emails form their accounts department on 30 November 2017 saying:

"We trust yo well, As per our telephonic conversation, please be advised that collections have been arranged. Once the device has been collected and returned back to our warehouse, your order will be cancelled. Regarding your debit, should your debit order go off, Kindly send us an email to advise us of the debit so that we can process a refund for you. Once again we do apologize for the inconvenience cause to you. We trust all is in order. Kind Regards"

Now after almost 3 months the account is active and they debited my bank account. How and why would they activate it in 2018, *******, *****ing from me and I'll probably just get an apology and have to wait for how long for a refund. I probably won't get a call from them. I called ********** 738 at 08h16 on 2018/01/29, got a voice prompt saying their office hours are from 8am to 5pm, good bye they are closed, idiotic.