My Debt Hero not assisting me with my queries

I have gotten such a bad service from My Debt hero. I have been constantly calling for 3 weeks straight about a debit order that they needed to cancel from one of my creditors and they never did after they assisted with a restructured payment plan every month to pay off my debt. Once the debit order went off, multiple consultants have said that they will assist in getting my refund from the creditor, however, they have not done this. This is extremely bad service.