Vodacom - still waiting for refund

Good day Vodacom has charged me an insurance amount on my Oct and Nov 2020 statements, the amount being R326 per month. I have logged a query with Vodacom on the 01/12/2020, and was told that it takes 30days for a refund. I called again on the 09/12 and the 11/12 and the 17/12 to check up on when i will get my refund. Names of people i spoke to are Nthabiseng, Ghaironisha, Lehlohonolo. On one occasion i got the following reference number *** and the next time i called they said they didnt recognize this reference number. I called again yesterday spoke to Kutloane as i have still not received my refund. I was then told that the Team Leaders are in a meeting and she will get the Team leader to call me as soon as the meeting is out. Needless to say, i am still waiting to be called. I want to know why i must wait so long to get my money refunded when Vodacom just took it without my permission. Take note that this is not a claim, it is a refund where Vodacom incorrectly billed me. Michelle ***