Very bad service

Very poor service. In feb i cancelled it. In March I cancelled it again they sent me a message its calcelled but I still have an outstanding amount. I have paid that amount. On 4th April the debited my account till today I didnt get my refund. They say the gave me a credit to my profile but I cancelled the month to month. When I spoke to the consultant on the 12/04 she said my account is still active