NO REFUND... money just disappeared

Double debit order taken off my account on 3rd July,when I only had one subscription. I upgraded. The old router was cancelled but I was still charged for it, along with the new router. It's been almost two months and I've been told that I will be refunded. Everytime I call, I have to explain this!! Seems like RAIN doesn't ever refund. My account was credited with the additional amount deducted, then instead of using the credit, another debit order went off for the new month and my credit/redund seems to have disappeared completely! I'm tired of asking nicely. I want my money back