Account debited without my consent

I app**** for 2 mobile contracts in mid December 14. I kept following up since there was no stock. I went back after Christmas to say they need to cancel the application after being informed the Samsung S3 Mini wont be available anymore. On 14 January a deduction was made from my account. I went to Cape Gate Telkom store with a statement and requested the debit order to be cancelled, my application to be cancelled and wanted to know why a deduction was made since I requested the application to be cancelled because the handset was not available and I never received handsets. Normally deduction will be made after a handset is received and the line is activated. Lauren verified no handset were issued and the necessary paperwork will be send to the correct department concerned to process the refund. I followed up again on 23 January 2015 but no progress. I contacted Lauren again today 3 Feb 2015 and was informed no one worked on my refund request since 23 January 2015. I contacted the customer helpline and was informed I need to contact the Cape Gate Telkom branch since I submitted to contract application forms at that store. I even went on there online chat facility without success.