They laugh when I ask about my refund

They claim that my query has been resolved - I was billed for 3 months for an upgrade I cancelled - but no word on whether I will be receiving a refund for those 3 months. Taking my money for something I don't have is ***** - you know that, right?? I guess I'll find out in the next debit order if my query really is resolved or not. But I'd REALLY like my money back for the phone I never signed for.