Free rain on my Bank account

My internet didn't work most of the time, my devices kept getting disconnected from the wifi, I logged a cancellation in December after getting fiber and tried to confirm again at the end of January via the app, the response was I already have a ticket, I still got debited at the end of January, I called and cancelled, tried to make sure again at during Feb with the same response of the ticket being open at the end of February I still got debited..Why can't you just cancely service? Please cancely service and refund the 2 months you guys debited me for.