If a company ********ly(without a valid contract or agreement) takes money from you, then refuses to give it back, is that *****ing?

I was upgraded under false pretenses, on two different numbers, one with a device. They sent the incorrect device, I returned it within the cool down period. Both upgrades should have been cancelled within hours, and this was clearly communicated to the company.

Its been more than a year now where I've been trying to get the contract reversed, and all the while I've been getting charged for these upgrades that should have been reversed.

My mobile line is still active, and I'm being charged ~R300 monthly for a contract that shouldn't be, and a device I returned. in addition, they've not reverted me to my previous package,so I'm have to buy data at ridiculous out of data pricing, because the package i was signed up to only gets 500mb.

I have requested a refund, and unnamed back office workers- not insult, they work in the "back office"- have said that they will only refund the difference between what I was supposed to be paying, and what they were charging me.

It is not my fault their systems were faulty, or that they didn't institute the reversal, why am I being punished for their incompetence I have done everything in my power to sort this mess out, and they just don't care

I have tried to escalate numerous times - they refuse They keep making promises that the line manager or supervisor will call me back, here I am a year later still paying for something with no idea why...