Vodacom Insurance

In August I received an sms from vodacom saying that insurance had been activated. Then I checked my bill and the insurance had been added with an additional cost of R367. I immediately called into Vodacom and queried the additional amount. I explained to them that I never authorized that to be added to my account. They admitted that it was an issue on their side and that they will escalate the matter.

After another 9 phonecalls to the insurance division, I am yet to receive my refund, although the insurance has been canceled. How on earth can this be allowed? Bills get added without authorization! It's almost 2021 and the refund has still not been given...