Not satisfied with the outcome

Today I got a sms to inform me that the cancellation has been processed, how ever I won't be refunded because "the customer took up the subscription", but however my issue here is why the airtime was not uploaded, who is at fault here,but they kept receiving payments, Edcon is escalating this to another level, and I feel ill treated as thier customer, I should have recieved a call from them not sms, so when they want clients they bother us with calls not sms, I'm not satisfied at all, I want nothing to do with Edgars.