Poor service

I have been a subscriber to MSK since 2014. Always received my parcels on time. The August parcel was never delivered. According to them, it was sent back since it was not collected from the post office. Well, we run two businesses and I have to collect our post on a daily basis. This this was not an acceptable explanation. I received very little assistance in this regard and decided to cancel my subscription and ask for a refund for the box that was not delivered. I sent all the documents required (05/12/15). And today (22/12/15), after I had to inquire once again as to the refund, I was told that the bank statement I send was not sufficient and that I have to send a new statement and the refund will only be processed in Jan 2016. This after they collected the subscription fees in August already and I have been inquiring about this issue since Oct 2015. It seems that if the client does not keep following up and asking about the issues, nothing gets done! Quick to take your money, not so quick to refund or respond!