Urgent Request for Refund and Resolution of Unresolved Issue

I am writing to express my extreme frustration and disappointment with the lack of resolution regarding an amount of R3720 that was debited from my account on the 1st of April 2025. I do not understand why this amount was charged especially since I had canceled and paid off my cellphone contract in February 2025. The only active payment I was making was for my sister's data and my cellphone insurance was only around R400.

When I first called, I spoke with a lady named Fhatuwani Ndou, who apologized for the error and confirmed that the amount should not have been debited. She asked me to email a proof of payment which I did email her the requsted document. However, I did not receive any follow-up communication or a refund.

On the 4th of April 2025, I called again and spoke to Matome Mathekga who informed me that Fhatuwani had not processed my claim and that there was no record of it in the system. Frustrated I canceled all services I had with your company and provided the proof of payment as requested.

On the 14th of April 2025, I called again and was assisted by Ntobeko Dlamini. Unfortunately, once again, I was told that there was no record of my previous interactions and nothing was showing up in the system.

Since then, I have emailed all three of the agents (Fhatuwani, Matome and Ntobeko) and have not received any response. This lack of communication and follow-through has caused significant financial inconvenience and I am beyond frustrated. I expect immediate resolution and a refund of the amount that was debited incorrectly.

Please provide me with a clear timeline for when I can expect to receive my refund and ensure that this issue is addressed properly moving forward.