Cancellation not processed and debited triple

So disappointed once again by Telkom. Why do we even bother anymore. On 25th of March I went to Telkom to take out unlimited WiFi and router as the president had announced a lockdown and I needed to set up a work from home station as most people were doing that. I got the R899 unlimited deal with the black dlink router. I came home set up my pc and the router did not work. I called the router support they gave me a step by step on how to set it up and nothing. I took it back to the store Telkom cornubia mall Durban where I had got the deal and told them of the issue. They test it out again and the manager confirmed the router was defective and we processed a cancellation with reference number ***7. I left the device in store with the staff and they assured me the cancellation would be processed. I have received emails and SMSes from you guys confirming the cancellation was being processed and was relieved. During your billing period I received an sms that my debit order this month will be R2100 to my surprise. When I called they told me the WiFi deal had not been cancelled and they required the vision reference number to process the confirmation. Mind you I processed the cancellation on the 26th of March and now almost a month later I find out it’s not actually cancelled. I do not know who else to contact but the lady at the call centre said she will escalate it to her team leader as this vision reference number doesn’t get sent to me so there is no way for me to expedite the situation. Come April 25th and I have been debited R2100 in these tough times. I am not happy with how Telkom has handled business with me considering I’ve had some sort of product with you guys since 2014. You telling me the manager from cornubia mall couldn’t even have a laptop and log on remotely just to check emails and ensure the cancellations have been processed correctly?? I have no router. I was not able to work from home because of that meaning my Salary is definitely less and on top of that Telkom then debits that much. Also the WiFi is a R899 deal so how did u guys get to R2100??!!! I need answers. I require the cancellation to be processed and my refund to be returned as soon as possible. I need that money for expenses in the house. I require senior manager to contact me as soon as possible otherwise I will be taking this further to the ombudsman. I have all the smses you guys sent confirming this cancellation and I have the email confirming everything. Further not I returned the device the day after I took it out therefore it was within the 7 days and there are no penalties to be charged. Get back to me ASAP!!!