Where is my refund?

Rewardsco upgraded my contract without my knowledge or approval to an astronomical amount. I was on a R115pm contract, suddenly I was paying R384pm. They agreed that they are in the wrong and have promised a refund, even sent me an e-mail and sms to confirm the refund. This refund has not come at all, I keep trying to call but I am put on hold for over 30 minutes. You stole my money from my account, please return it.