Pathetic customer service

I downgraded my subscription at the end of October. They told me it was to close to the debit order date and that I had to phone again on the debit order date to schedule a refund. I have phoned them a total of about 10 times now. Every time they tell me that they have escalated the matter at finance and someone will contact me within 24-48 hours. It has been 6 weeks now. No phone call from them. My last 3 phone calls have had me on hold for more than an hour in total. Eventually I hang up after about 25 min on hold and once the line went dead after being on hold for 15min. The last call the lady said she is going to put me on hold for 1 minute. I asked her to please not do the same as the others, but hey, the same thing happened again. I hung up after being on hold for more than 20min. Most ridiculous service I ever had. It has almost cost me as must in phone calls as my refund would be. Pathetic. Useless and don't give a damn about customers. To take my money can be done very quickly over the phone, but tho get a refund takes hours of struggling and fighting