Worst customer service ever

In June I lost my Sim card, I called them begging of July requesting an immediate cancelation, I even sent them an email. I did not get any response from email regarding cancellation, besides the one they reminding of a deduction. Aug they deducted twice on my account and when I can to enquire I'm told that my Sim card is still active. Asked them how is it possible whereas I've requested an immediate cancellation. They said I should wait my case has been referred to their billing department. Since beginning of July I've been waiting. Last week I called again and was assist by Meki who was actually very rude, she was raising her voice at me. Ask for a superior and she told me her team leader Ofentswe will call me, but until now no call has been done to me. Called again same day and spoke to Asanda, he told me to waiting 2 to 48 hours the matter has been escalated to the billing department. 48hrs past no email, no call. I called again this morning was assisted by Neliswa and she told me she can't transfer me to the billing department only their team leaders are able to communicate via phone with the billing department, when I asked for the team leader l, she said her team leader Narusha will contact me before 11. 11am has past still no call from Rain or any email....... This is bad customer service, why can't they just refund my money, why do I have to fight in order to get it back???? These are all the references showing how many attempts I've done

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