Poor service

I have been trying to get my refund as I paid double for a specific month, i have tried calling them and i waited for 30 minutes on the line just to be told that someone will respond via email. Tsundzuka has been sending me docs repeatedly and I asked to be referred to a supervisor or to be called but nothing was done. I was even charged for water while im not even staying by the flat anymore which is ridiculous as i moved out in August Now im exhausted and irate, the service is poor to the last degree. Im being sent statements but no one is clarifying me .I just want my money back,that’s all.