Billed for services which i do not use

Vodacom is billing me for services which I do not use. I went to Vodaworld in Midrand (JHB) and the consultant who assisted me with my complaint told me that the content services I was being billed for were cancelled and I would be refunded the money which was debited from my bank account. I then waited and no refund was done and I was still being billed for the content services. I then contacted Vodacom again and I was told that the services have been deactivated and I will be refunded in a few days.

I have since contacted Vodacom a few times to get my refund and still to date nothing has happened and I am still getting billed for services which I do not use. I then contacted Vodacom again on 5 May and a consultant advised that the matter will be re-escalated and she will call me back on Monday 7 May with the response. The consultant then told me that my current bill for Vodacom is high again because I have been billed for content services which she will escalate again and the refund into my bank account will be done in 72 hrs. It is 7 days later (168hrs) and still no refund has been done.

I then called Vodacom again today and the consultant told me that my query was still open and it had not been attended to hence the refund has not been done and that the best he can do now is to re-escalate my query to the refund department.

What I fail to understand is how long Vodacom actually takes to resolve queries and why their customer service is so poor. I have been contacting Vodacom for a while now but still Vodacom has not managed to resolve my query. I actually do not know what I have to do to get my query resolved and get my money back so I can cancel this contract with Vodacom because it seems as if I will still encounter problems as deactivating vodacom services can not be done the 1st time a client complains.