Unresponsive. Closed query without resolution. Just dont care

I requested to cancel my debt review and have my last debit order refunded.Cancellation Request (wf_***) I was advised that they have to freeze the funds first then after 12 days when its unfrozen proceed with the refund. I waited the 12 days and unsurprisingly no one came back to me. I then made a follow up and was advised that they tried to call me to confirm a few things. I emailed them my new number to call me on and they never did. Ive been waiting for 3/4 days and still they havent made the call. It now seems that they closed my case without any resolution. This is pathetic. It doesnt seem like they care. My next debit order date is coming up and the refund for the last one nor the cancellation has been sorted.