No one at customer care interested in sorting my refund

Very unhappy with everything that happened with my booking through EasyTerra. Now I'm being charged an extra fee plus the entire booking again. Budget is taking over a week to get back to me on email each time, and from the response there is a complete lack of customer care or interest. I was assured by the lady who assisted me that everything would be sorted out, even that there wouldn't be an extra fee because of the website misunderstanding. And now nothing. Very unprofessional and a VERY unhappy customer!