Terrible customer service

We had a break-in at our factory in June 2015. Chubb security did not respond at all!! We were then informed that they do not do call outs in our area any more! After numerous arguments they agreed to refund me for the months when service was not delivered. I am still waiting for this refund and it is now the end of November! Now they say we never paid them. It was always a debit order. The whole thing is ridiculous. Never mind the fact we were broken into and the service is disgusting all I want is my refund!!