Unhappy

I needed assistance,as it's the first time doing this , I went onto debt review on the 12th May and was notified that everything with be sorted they spoke like angels ., at the end of the month they took their money and a loan of mine also went off ..I was informed that they have logged the refund and will be back in my account in 10 to 15 days ..15days later I'm informed there isn't any refund as I went on debt review on the 28th ...if they cannot read I was debited on that day ...and want this sorted ...I'm very unhappy with the assistance that I have received! If not tell me how to stop this **** .