poor service!

I have settled my account with Altec Autopage and received a settlement quote from them in January and then deposited the money into their account.<br> At the end of Feb I was debited for services again, I then queried with them to follow up with the settlement. The person in accounts acknowledged that there was an issue with ref number that I used, which I got from one of their staff members. I then advised that it's fine they should just correct the settlement request and then return the money they've debited from account. A lady in their accounts department then tells me that they can't return the money as they bill a month in arrears? I explained to her that at the time when I requested I was advised of the amount of the balance I still owe them, so I don't understand how when they give a settlement they don't include all the months. <br> I've sent numerous online requests and tried calling them several times but according to their voice prompt they constantly have high call volumes and then the line drops.<br>