Overcharged account

Since only allowed to downgrade once/month now, I set a reminder to downgrade. Called on the day 24/01 & spoke to lovely lady who assured me downgrade will occur at midnight. At the time, also changed my billing date to the 29th. Next day, full channels still avail. Called again to downgrade & was advised when 1st lady changed my billing date, all other scheduled changes were wiped. Assured again of downgrade happening at midnight of same night, which didn't happen. Called 3rd time to downgrade. Was advised they will downgrade immediately & will refund for days it should've been down but wasn't. Also queried 2x extra charges debited from my account by them over same dates. Was told I wasn't overcharged & need to send proof. When I insisted he said it will stay as credit on my account. When I insisted on refund I was told it would be 30 days. Told him it was ridiculous and expect to have this resolved sooner, so was told I'd get a callback. Still waiting. Called back again 31/01 & new agent told me refund would take 3-5 working days. Called 4/02 to check all on track & was assured it was. F/U 9/02: Told refund wasn't processed & cheque will be issued today