Poor Service

I do not understand how this business operates. I have been a loyal customer for almost 3 years now. I cancelled my subscription two months back, they decided to debit to debit in August telling me that payment is made in advance and service will be cancelled. They then took their router back and in September they decided to deduct again. I attempted to contact support, i have been put on hold for more than 30 minutes. I have read the refund policy which states that a refund takes up to 7 days. This is really poor service and I will be demanding for a refund and perhaps lodging a complaint with the Ombudsman.