POOR CUSTOMER SERVICE

Have a layby which I tried to cancel. Was told to choose something else which I rejected. After numerous phone calls I was sent a refund form which I completed and attached bank statement. This was last week Thursday. Today 12May I called and was told they do not do refunds anymore I must choose something else or disputebwith my bank. I have sent few emails asking when I should expect my refund. No response. Customer service sucks