Bad service

Bad service. I wanted to cancel my contacts and they offered me the R99 contract on both phones. They then debit my account with a higher amount. I followed up in May and somebody will phone me. I followed up in beginning of June and somebody would have phone me back. I followed up middle June and somebody would have phone me. Somebody eventually phoned me and I still had to explain the story. This is now the 4th time explaining. Eventually I talked to a person who said they need to refund me. Got an SMS with a case number on the 25th. Today I phoned to follow up and the guy wanted me again to explain. Not asking for the case number. How many times do I need to tell my story to them????? I'm waiting my time....