Request for cancelation and refund

Deeply disappointed with the agents that assisted me with my cancelation and request for a refund was i was not suppose to be debited this month and now when i ask when i will receive the refund as that money is suppose to be used for my other debit order im being told they do not know ,no effort to find out when i will receive the refund ,some of your Call center agents are not helpful and are impatient ,one went as far as not responding to my question pretending like she did not hear me she did not even bother to follow-up with me to inform me if the policy has been terminated ,do better your service is bad