Reversal not reflecting!!!!!!!!!

I am really frustrated with the service from telkoms agents, I called and was assisted with different outcomes in the last 5 times that I called. Due to me not paying my contract for about 4 months I requested a reversal into my account in August, this month. The account that was debited did not belong to me neither did I authorise that specific account to be debited, according to my knowledge, a 24 month contract cannot be in collections within the 24 month period. Agents kept stating that it would be reversed into my account but to this date nothing has reflected. I do understand that I've missed payments but my request was fairly simple, reverse the money and I will continue paying for it on my current account of what is owed. How can you debit money that hasn't been authorised by the account holder. It is utterly insane! If there is a legal way to go about handling this I would suggest that I would be keen to handle it lawfully instead of your company and its staff making excuses, all calls are recorded and I can screenshot every date that I've called. Please give me feedback.