POOR service

I had an accounting package for my business which was cancelled. The yearly fees was still deducted from my bank account, I have been in the process with their support department to get my money refunded, but get send from one email address to the next and everybody assures me they are going to sort this out. After nearly 2 months of phone calls and emails and forwarded emails, I get the response that my refund request was rejected as a result of insufficient documentation. The agent was supposed to get back to me!! This is documentation that I email a month ago and forwarded to other parties and everybody assures me it was sufficient. Now the refunds are closed for the year and will only be looked at in January. This is just pooor service but maybe wat we need to expect in South Africa!