Refund my Money as service was Cancelled

I cancelled the service in Jan and have confirmation emails from Faieza G and Mandisa Ntloko that the service was cancelled and payment made on the 18th Feb. I have been asking Mandisa Ntloko when your courier company will come and pick up the router with my last email to her on the 14th March still not answered, yet today you have debited my account for R677,89. This is theft.