Pay back the money!!! whats taking so long???? there was no delays when u debit it.

Hi Vodacom! I cancelled my month to month account 5 September 2020. The agent did not cancel it. I called over and over to follow up. The agent didn't cancel it. I called over and over. So I had to pay R1497 on 15 Sept, 15 Oct and 15 Nov. You finally cancelled it in December. So why am I responsible to pay this money during a difficult Covid-19 period? Payback the Money!! what's taking so long???