refund and cancel!!!!!

i cancelled my contact on the 05th DEC 2023 , the lady i spoke to confirmed on the recorded line that the contract was cancelled but she did not cancel, you guys kept on collecting money from my account even after i cancelled that is *****!, on the 2nd March i called again and spoke to Spamandla in the retentions dept. , he said i will receive my refund once the call recording has been listened to , he said the refund with be processed in 7 days , i still haven't received my money!!! please stop *****ing money in my bank account and pay my money back ASAP , i will take this to the ombudsman because i asked to speak to a manager that can assist with resolving my refund query but Spamandla transferred my call back to voice promt . pay back my money please! the number on the contract is ***