Very bad customer service

I upgraded to Fibre from ADLS Was charged for both services ,when I queried it ,I was assured the billing will be reversed by Marlin ,that was 3 weeks ago ,when I called 3 weeks later I spoke to Jawaad who assured me the billing will be reversed ,and he will email me feed back - nothing received from him , when I called again I spoke to Ashley ,she would not put me through to the team leader ,instead put Marlin back on the line ,he informed me the cancellation must still be sent off and approved - Pathetic ,once they have your sale they are not interested in the client any longer - very bad customer service