Debiting account for something I never requested

Since activating my account, Woolworths have charged me every month for something I never requested. I ask them to provide me proof from their recorded calls as to when I requested this. I asked for this to be refunded to my account. I spoke with Melessa Sampson (TEAM LEADER) on 2 occasions she promised me to provide feedback the next day. Its now been almost 3 weeks and no one has come back to me with answers. But they have the audacity to tell me to pay my account and yet they still cant provide what I requested or send my statements to the correct address. Poor Service and totally don't keep to the things they say they will do !