No customer service

I activated my holiday viewing account and at no stage I requested that the PVR functionality be activated. When looking at my account, I see that the amount has been deducted. I contacted the customer services via email, and received a reply (***), on 8 April that they will reply to me within 24 hours. I have still heard nothing.<br> <br> I called them today, and spent 40 minutes on the phone without getting any result. <br> <br> This is the second time that they charge an access fee without my consent. I am also still waiting for the first refund, which they promised they will do.<br> <br> Last time I checked deducting money from someone's account without their consent is *****.<br> <br> I have never seen such bad and unhelpful service.