When your money just go missing

May 2016 I cancelled one of my contracts. 26 October 2017 I discovered that that it wasn't cancelled and that money have been deducted all this time. I went to Canal walk and Shudonn Abrahams sent all my emails to mobile retention escalation, I received an apology email and its confirmed that its been cancelled. However the money that was deducted I didn't benefit from as the sim and number I dont have. Around 7 November I received a call from telkom saying that the money will be transferred back into my bank account within 7-14 working days. In December I still haven't received anything and I called and the agent wasn't sure why I didn't receive it as the system said its processed, and I'm still waiting on the call. Just to call today and Phindile says the system shows nothing is owed to me and if I want to get the recording I have to go court and that she cant help me cause the system shows no credit is owed to me Can you explain where the hell my money went to???