Service requested not provided, but no refund as yet!

We initially bought a shell company from CP. No problems then. Now we asked for support to record a change in shareholding, and - after having paid the fee they levied - had to go through hoop after hoop to submit the same information again and again. Eventually, after about two months we were told they can maintain the share register at an additional fee. Thought they had this in place since they created the company? We declined and requested a refund - nothing received as yet.