Refund and cancellation

I cancelled my Telkom account in January 2022. The consultant assured me that the contract was cancelled at the time, but it was not done. When I noticed that the debit order was still going off, I tried to cancel it at the branch. However, I was advised to contact the call centre as the branch no longer handles cancellations.

Despite sending numerous emails and making phone calls, I had no success in cancelling the contract. Now, Telkom wants to hand me over for a contract that I don't need as I have been reversing the debit order.

When I called the contact centre yesterday, the lady told me that the contract had expired in June 2023. However, I don't understand why the debit order is still going off as I did not renew the contract or give authorization for it to be renewed.

When I called the client services department for cancellation, the consultant took approximately 18 minutes to proceed with my cancellation. I then requested a refund, but the customer care consultant advised me that she does not deal with refunds. The consultant transferred me to the refund department, where the consultant asked me for the date and time when I called in to proceed with the cancellation.

Although I know it was January 2022, I don't remember the exact date and time. I was advised that a supervisor would call me for further information and my refund from June 2023. However, I am still waiting for the supervisor or manager to contact me.

There is absolutely zero empathy/experience from the client services department, and they don't seem to have the necessary qualifications to assist a client. They ask ridiculous questions about a date and time that took place two years ago.

I urgently request a refund of my premiums, which were taken without my authority.