Cancellation of Contract

We had a small Wi-Fi device that we took out on contract with Telkom. It expired last year and we went to the store to get the forms to cancel. We followed all the instructions and have been trying to cancel this contract since MARCH 2017.

Finally in November we get hold of someone that will cancel it. Well, we were billed again in December. January we finally get hold of someone and we get a reference number (1st time ever). We were told the contract would be cancelled and a refund will be done.

Well, we have not heard from Telkom since and we have just been billed AGAIN! I have spent an hour on the phone trying to get someone to help (with the reference number) but I keep getting told to speak to another department.

Oh and just to make matter more frustrating...we received an email from Telkom on January 11th apologizing for the inconvenience and the contract has not been cancelled.

Why are they still deducting and were is my refund for 11 months now?