Unhelpful

A double upgrade fee was taken from my bank account. They simply said I must reverse the transaction from my side (which will cost me money). I insisted they refund my money as I sould not have to pay for their mistake, and was informed it will take 14-21 days. This is already nonsense as they took money from my bank account which did not belong to them. Two weeks later I get an email that the refund has finally been approved, but I need to confirm my bank details. I immediately rep**** with the detail. The next morning I get an email saying the query has been closed as I failed to respond. I sent my details again. I receive another email asking me to rate the service I received, and I sent a third email to ask if this means I was refunded as I have not reveived anything yet. I sent another email after not getting any feedback asking what is going on and get a reply from the person who I have been dealing with the whole time saying there is no refund request logged for me. He said he tried to phone me, (on my 10year old son's tablet, while my cell phone nr is on all correspondence and all upgrades and communication has previously been done on my number) and a lady (my son) answered. They did not get any assistance. I just lost it. He said my money will only be refunded 15 January 2018. These people take money that does not belong to them and then make you wait a month and a half to get it back. I cannot imagine this being good customer service if any service at all. I will cancel both my contracts with them as soon as possible. I wonder how many people do not realize they take double fees or just give up because they make it so difficult for you to get your own money back. A little money making scheme...