Cancelled and still taking my money

Requested my Rain account to be cancelled the 28th of October on the Website under my account, told I'llbe contactedwithin 24 hours. Seeing as you pay a month in advance I suppose the debit order went off on 1 November, which I was fine with. A week passes, no call, no email, the account still show active with the next payment date 01 December. I start panicking. Nearly every day I create a ticket to cancel, week 2, finally someone contacts me, it's fine they'll cancell. It's now been a month, R999 paid for a service cancelled more than a month ago and that I haven't been using since 28 October (data usage will prove this). I would like my money back. The bank cant reverse the funds because its shows as a purchase and not a stop order.