3 months and no results

I cancelled my contract (after sales) 06/10/2017 already and RAM collected the parcel. Then i phoned every week to follow up if the parcel has been received and they just said no we will look into it. a month went by and then i finally spoke to the teamleader Tebogo Ragedi. e managed to investigate and get the parcel back to them 07/11/2017. then he assured me everything has been cancelled but just to receive a sms 03/01/2018 that they debited my bank account for the cancelled contract. Phoned again 08/01/2018 to ask him whats going on and then he assured me they will refund it within 48 hours and it has been cancelled and removed. 10/01/2018 i phoned to make sure as he promised before end of bussiness day they will refund it. 12/01/2018 i phoned in to find out whats going on as i still dont have the refund and its been 96 hours later. and he gave me the referense they used but the bank cant trace that they need the trace id. phoned 15/01/2018 3 times and first Nombi cant assist i need to speak to Tebogo, but his not in yet. phoned again after 10:00 am Katlego said he is busy on a phone call as soon as he is done on the call he will make sure Tebogo phone back. 12:00 pm i phoned as still no phone call, to find that Tebogo is in a meeting.....????? is this customer service? Not to mention the money that doesnt belong to them.