Non communication from Vumatel

I was told by the agent to not pay the account in order for it to cancel automatically as I moved to a new house. Unfortunately the debit order went off as I could not withdraw my funds as I have other debit orders that also needed to go through. My question was can I utilise the credit for a new installation or are you able to refund me. I have not used the line since the 1st December. This has been dragging on for weeks now and I have to explain myself everytime I make contact with Vuma/Flycool and hope this is the last time I have to do so. I need a new installation. I hoped that this matter would have been resolved by now and that I would have been active by now. It is very stressful that we are not able to speak to a callcentre agent that can provide immediate answers. This matter is becoming extremely frustrating now