Late Delivery/Late Refund

Hi

I joined Hotel Express on the 9th of May 2017.I only received my welcome letter on the 20th of July 2017 and no sign of the membership card.After I received the welcome note, (which I had to ask them for it) I sent them an email telling them how unhappy I was that I had only received the welcome letter a month letter and had not received the actual card.They did not respond.So eventually I called to tell them I wanted to cancel the membership .I was helped by very helpfully lady with the cancellation.She sent me the Proof of payment indicating that the refund was done on the 30th of August 2017 and should take 7 to 10 working days to reflect in my account and law and behold to date there is nothing in my account. It's been 14 days and counting.I am still paying for something I have never enjoyed.