8ta / Telkom Mobile
Debit my account when contract was cancelled

I cancelled my contract within the window period. I spoke to Wade, he provided me with a case number 5987902, and specifically told me that I won't incur any costs. I called the helpline on 0811800183, and spoke to Bafana, who told me that it wasn't cancelled correctly, hence I will need to pay R299? but now they already debited my account of R562. I would like to please get a full refund, because I don't have the phone anymore, nor the sim card. I am not paying for anything and would like a full refund.

Looking forward to a positive response.