HYPA poor service

In the month of December to early this year, we have paid to have our Fibre package to upgrade internet speed, to our surprise we did not know that we have to cancel our current subscription then pay new one, we instantly paid the new fee and to our surprise services where canceled, we called and ask why then we where told to pay our current subscription and send an email for a refund, we have done this but until today, we have not been refunded, when we call the call center, we are told its still in progress and we still have not recieved refund