TAKING MONEY WITHOUT US HAVING AN ACCOUNT WITH THEM

I had a very very very bad experience with Vox Telecom.... We app**** for an account online with them. We were told that we can not get an account because their is no Fiber in this area. Months later they deducted money from our account. We are trying to get our money back, but the keep giving us excuses. I sent them a mail with all the dates and time and who I spoke to. But still nothing. Told them we going to take this further - still nothing. Still we don't have our money back. After the confirmed that they can see we don't have an account with them. This is *****ing according to me!!!!!!!! I just had it with them. What can I do more to expose them. Then they tell me they only follow "PROTOCOL" REALLY!!!!!