This company has massively let us down

This company has massively let us down We were double debited in October 2024, we have asked for the credit to cover the month ahead yet they continue to debit my wife's account

The annoying part is all the agents confirm our request will be honored yet they do not follow through.

Can someone in this company assist my wife as we are spending way too much time and effort ( 3 months ) to get this sorted