Still waiting for refund.

on the 12/07/2015 I joined the holiday club and arranged for a debit order for the amount of R 3 465,00 as deposit after a day or so I decided to cancel my contract as I saw that I wont be able to afford the monthly member ship, then I contacted the agent whom I took the contract from and she told me she will cancel it. but it wasn't the case 24/07/2015 holiday club debited that amount even after cancelled within 5 working days, now am struggling to get my refund because every time call they say they cant pick up my cancellation number or my id number