Account refund

Good Day, My Name is Chantal Gaines ... I app**** for a UNCAPPED ADSL LINE middle of October ... application went through two days later I called to check up on the progress of the application and was advised the package i app**** for is no longer available. To which i requested that the line be cancelled as well as the contract and i was advised it will be cancelled. At the end of Oct my account was debited after i was advised that the account was cancelled. I then contacted the call center WHAT DISASTER ... I eventually made contact via the chat line and was advised that the amount of R398 will be refunded within 14 working days and to date no refund was actioned.... Been trying to get hold of the call center to inquire but for the life of me they never answer the calls .i waited on line for nearly 40 Mins eventually gave up.. Please help.