No delivery after subscription and failure to refund

I subscribed to the newspaper around 2013/2014, but I never received even one delivery. It did not bother me much, until I logged into my bank account online and discovered Sunday Times has been debiting my account almost R87 a month since the subscription month. That was in 2016. I immediately reversed the amount for that month and stopped the debit on my account. I then started a very fruitless journey of requesting to be refunded all the money for all those months. I was calling almost everyday, sent from pillar to post, until the last person I engaged with promised me that my case would be investigated and that I would get the feedback in about 3 weeks. I never received the feedback until today, I had even forgotten about it. Just today (04.10.2017), a lady from Sunday Times called me from this number: ********** 531. She first asked if I'm receiving any delivery, and I narrated my story to her. She told me they want to make it right by delivering for me for free, and mentioned something about a voucher. She asked me if I understood, and when I said no (with the hope that she was going to explain in a manner I would understand), she hang up. I'm so angry and disappointed right now!!!