Canceled neighbours account instead of ours. no refund as promised

We have been trying to get our armed response service canceled for more than 2 months. They mixed up our account with our neighbor who by chance had the same first name as i do and canceled his account. We have been trying to get them to pay attention to the issue and have received zero feedback from them. We have repeatedly phoned and emailed leaving messages for Nelia to phone us back. they still deducted the monthly service fee and we are now trying to get them to refund and rectify before another debit order goes off. We where told the refund will be processed on the 2nd of October and we are still waiting.