No response from a pathetic service provider

as i reported earlier that i have wrongfully been billed. i received a response reference number *** that a request has been sent to the relevant store. 10days later and no one has contacted me. and the problem still continues. what must i do?????? do i need to get legal assistance????? im so fed up with this pathetic service. you admitted that the store did not honour our request yet you don't pay back my money. that is considered *****ing. so please advise me ASAP what i need to do!!!! or i will have no choice to get legal assistance. this is a disgrace for a company to do something of this nature. terrible terrible!!!