Vodacom Refund

I cancelled my data account with vodacom in August. I had to call twice in September to make sure it is being cancelled and was only cancelled in the beginning of October. I was told that I would receive a refund because I cancelled in August already but when I call in they simply tell me that the account is no longer on prepaid and I have to contact a new number. I expected better service than this as I have been a loyal subscriber for over 20 years.