Poor call center management

The worst service I've ever received. I did a downgrade of my membership and instead of just processing the downgrade and charging me the lesser fee, they went ahead and debited me for the national membership fee, the club membership fee and the downgrade fee. I asked for a refund on the national membership fee only, they open a call tell me the reversal will take 14 working days, after I wait and see that is doesn't get paid back to me, they tell me that I agreed to my membership being credited the amount instead. I asked to speak to a manager or supervisor and they refuse to speak to you. Now I had to log a new call and my 14 day clock starts again.