What does one call it when a company takes money out of our account without your permission?

Vodacom is billing me for an account that doesn't exist as they insisted that i didn't qualify for the package i wanted. I have called three times, the first time they guaranteed me that they would call me back in three days with the solution. The second time they apologized for not calling me back the first time and promised to cancel the contract and the third time they told me that the contract had definitely been cancelled and that I would be refund the premium they took for a contract and phone i don't have by 15 August - which hasn't happened either. What does one call it when a person or company take money from someone that doesn't belong to them?