Have not reversed debit order for unused data

Good Day

I am happy to announce that Rain had come to collect the router from my house as they said they would via email , However I have requested a refund from Rain last week May 11 for the R 499.00 which was debited from my account yet I never used the data since March 25 and , If they had checked the system they would have seen 0 MB data used . Please could this matter be escalated as responding to their emails is not working ? .

Thank you and have a lovely day : )