Poor service, system unavailabilty, begging for MY refund? *********** call centre staff ...list goes on..?

We switched on our holiday home decoder for 3 days over lonfg weekend in August which we did via the app and received almost double billing for August. The amount was deducted in September and since then and + 10 xall later i am still waiting on my refund!! Everyone time you phone you have to provide ID and complete security questions BUT everytime you query there is NO record of your query??? How is this possible?? So you have to start all over again expaining what happened and they agree you should be refunded and it was an erroneous deduction etc etc and refund takes between 24 hours and 7 working days???!!! HOW??? The onlt otner time i was met with such incompetency was the last time they double deducted in error... The latest is , the refund has now been added to my account and i now owe them my refund as well..

Please can this be sorted out as soon as possible . Surely 3 to 4 weeks and + 10 calls later someone should have been able to process it! On 3 of the calls i was also told that the system was offline and can i phone back later? You seriiously need to work on the stability of your systems and the quality of your call centre staff.