Bad customer service

I've been using their service for a while now and never had issues with the network or connection. However, perhaps they should train their admin staff to be abit more professional. I had a debit order go off twice, they advised it was an issue on their side but no apology for inconvenience, battled to get them to understand and assist in getting a refund. I was advised eventually that it would get credited off my next invoice. That never happened. Emailed them again and the only response I got was a credit note attached to a blank email. Still no apologies for the inconvenience, no words in the email at all, just an attachment. Am I a client or your friend? I work in customer service as well so I know what I'm talking about. Atleast where I work we value our clients