Complaint not resolved, charged for services not rendered

I laid a complaint(January) for services not rendered for my mother's funeral, but we were charged and we paid for them. The call center has been giving me a run around, promising to call later. It's been weeks and no response. Even the service provided was not up to standard, and I am so disappointed because I suggested them to my family. And now they don't want to pay us back. Avbob sort yourselves out, the ref is NR35161.