Service fee?? Awaiting service.. and my refund

I made a online purchase on the 8th of May but the voucher was never received. I called support and they were very friendly and tried resolving my problem by requesting help from the tech department. I have phoned the 5 times still no feedback from anyone. On the 19th i told them to cancel the "order" and refund me. I was told that refund will be done in no longer than 10 days . It has been 10 days still no refund .. this all 21days from my online purchase. And still no refund or feedback of any sort. But my account statement and payment request was done and i have paid my account allready without them resolving my problem. Now i pay for a service that im not getting. And you charge a service fee every month for?