Vox taking money out for services you did not apply for

Been requesting a refund for funds that was deducted from my account for a service which was not requested for or delivered. On the 23 July 2021 I received my statement for the month. Which was not correct I called and enquiring about this the lady stated that they will call me as she had no clue about anything I was talking about. She did not call so I sent in an email so that I have proof of the date and complaint. After numerous calls the lady stated that my refunded is being processed and will take 5 working days. At the end of the month the incorrect amount was deducted. I called the center and send another email, to date no reply to my email or call back with answers which was promised for this complaint.