I am extremely disappointed with the service

I am extremely disappointed with the service. I have been with cartrack for less than three months and I am contemplating other car tracking services. a double payment went off this month. (October). First on the 18th and second on the 21st. I called the following day and opted for a refund. I have to phone cartrack to ask as I have not been refunded. Only to be informed that the person did not schedule the refund. Why am I being inconvenienced for a error that was not on my part? What assurance do I have that the person that I spoke to today scheduled the refund? This truely leaves a bitter taste in my mouth.