Poor service

On 13/1/2018 MWEB sends me an e-mail to notify me that my current Microsoft Office subscription will expire in 60 days time together with instructions on the renewal process. I diligently follow the recommended steps and lo and behold, a brand new subscription gets issued with immediate effect. This has now resulted in me paying for an existing subscription plus a brand new subscription which is certainly not what I understand a renewal process to mean. The more I query this situation with MWEB, the more they revert back to me with generic answers. They further have the audacity to notify me that in order to have the subscription cancelled, I would have to pay a cancellation fee. This seems like ******ion when the whole process was simply meant to be a renewal of an existing subscription and not an application for a new service. It is now blamed on the online process which they advised me to follow. Then the same online process must cancel the transaction and refund my monies!