Vodacom and ********** insurance approval

On October 31 Vodacom had billed an extra R400 on my usual contract amount and when I queried this with the call center agent the very same day she had told me that an insurance was taken on the questioned cell phone number. I felt this to be rather odd because I had not received any calls regarding any phone insurances so the call centre agent gave me the contact details of their insurance agency. After explaining to the agent that I had no idea about any insurance being taken on a phone that is more than 4 years old, and that i had never approved of his, I was told that the insurance was cancelled and that the money will reflect into my bank account within 30 days. More than 30 days have passed and I have still not received anything from them. I phoned again today and spoke to two call center agents with promises to call me later with an update which was never fulfilled. I had lost my job in June and I am a single mom, so every cent matters to me, and now I am worried that I might never get the money owed to me. Please can someone give me some advice on how I can get quicker assistance in dealing with this matter as I have waited long enough for something which is rightfully mine.