unauthorised debit order

I moved to durban just over 1 1/2 years ago. Before moving I cancelled my telkom line. After a year they started to debit my bank account with around R260 for 3 months in a row. I went to telkom and they said I needed to call telkom. I called and waited to speak to someone. After finally getting to explain I was told that it wasn't cancelled and that I now have a credit. I don't have a new telkom line so a credit wasn't going to help me in any way. They gave me a reference number and said they would get back to me and reverse the debit orders but I am still waiting for my money. I would like for someone to actually help me because I am tired of sitting on the phone and waiting for someone to help me for a mistake that they made.