THEFT BY VODACOM

Vodacom debited an amount of R13 947,92 in addition to their monthly debit order, when I contacted them they claimed it was for a cancellation I had requested. I only requested quotes, the amounts quoted were nowhere near the amount debited and I never signed and sent said quotes. Once this was confirmed, their consultant could not find where the transaction comes from and I was told this had to be escalated and would take 7 - 14 working days. Why must i wait that long to be refund monies that were ******?