Waiting to be reimbursed

I accepted a contract in April but returned the phone within 3 days as this was not the phone that I wanted. I then cancelled the contract and requested to be reimbursed as my account was still being debited. I faxed my bank statements on the 18/08 to ***. I called *** today , first got through to someone who didn't even acknowledge that I was on the line. I dialled same no again and I spoke to Phiwe ref no: ***, she referred me to another number who wasn't able to assist. I dialled *** and I spoke to Lydia ref no: *** who referred me elsewhere , put me into a queue that didn't put me through to a consultant. What can I do to get refunded.....its been almost 5 months.....and Im still waiting......service at this company stinks.....when you don't engage customers correctly...you lose them...you should know that by now.