Vodacom cancellation took 3 months and still awaiting refund

I cancelled my fibre contract with vodacom in May.

In June, they debited me. When i called to query this, they informed me that my contract was never cancelled. I spent 5 working days calling their call centre every single day and noone could give me an update regarding whether my contract had been cancelled. I received service numbers and was assured that my query was escalated. At the beginning of aug i finally got an email requesting me to refill in the original cancellation form so that the process can begin.

Why did it take vodacom 3 months to send me a cancellation form that was already filled in???????

Worst is, I've been waiting for my refund from them and have emailed their FTTH department continually. No response from them in the past 3 weeks. Do emails not go through?

Do I constantly need to escalate everything to just get a response from anyone?

Why is everything taking so long and why does noone get back to me?