Refund

Couple weeks I logged a call about money being deducted from my account without my permission, was told I requested a top up and I told them I never authorised that . I was told that they will investigate until today they are still investigating, yesterday I was told that my services will be disconnected, I called again was told they are still investigating, today I woke up with no service I paid … am still waiting for my refund… and the service it’s still ****