Terrible support service

As an internet service provider I cannot complain. However I cancelled my metrofibre contract using their online platform 3 months ago and I'm still being debited. I've called the customer centre where I wasted time sitting in hold for an hour. To then be told everything has been cancelled and finance will be in contact with me regarding my refund. Next month comes I'm debited again. And I check on their web page that I still have a package with them. An inactive package.