1-GRID - Terrible srvice (Twice in one week)

I cancelled my hosting with 1-grid on Tuesday this week. After several phone calls I was told that the email to initiate the transfer was incorrect. I phoned previously to change this email, which was obviously not done!! Then I phoned again on Wednesday and they said that they would initiate the transfer from their side, but it would take 5 days. Today I had problems with my emails, so I phone again asking if transfer was done. The phone was answered by an arrogant gentleman telling me that the request will cancel after 5 days and the new hosting company have to re-initiate the transfer??? Can someone please confirm what the story is and when it will be done? 1-Grid is costing me customers and a lot of phone calls. Who is going to refund my airtime not to even mention customer that can not reach us.