Loosing my money for Sim card that was never delivered to me

I have been paying for sim card that was never delivered to me from Urban Life Style, I called and I was told to wait my money has been refunded back to me. I received a message on the 23/01/2026 saying I quote: " Dear Customer. please note that from the end of Jan 2026 onwards, Urban will no longer debit your mobile contract. Debit order will be managed directly from MTN. No action is required from yourself, and your service remains unchanged". Sadly both Urban Life Style and MTN deducted on my account and there was no refund made. I called MTN they say there in nothing on my name and I called couple of times and I was belittled by one of consultants the last time I called Urban Lifestyle Rewards

I seriously need help it would be better if I received the card but now I am loosing money.