Still debiting after contract cancellation

The DStv Streama device was already collected after I cancelled the contract, yet R189 was still debited from my account.

I called one of the consultants today, but she could not assist with refunding my money and only said the matter will be escalated again.

Even when I asked for the cancellation letter, she said she will ask the consultant to send it.

Charging a customer after cancellation and after collecting the device is unacceptable. In terms of the Consumer Protection Act, consumers should not be billed for services that have already been cancelled.

Desired outcome: Refund of the R189, confirmation that the debit order has been stopped, and the cancellation letter.