Paying for a service after cancelled policy!

<p>My subscription was to be cancelled and I have been billed again! I called the call center spoke to Bernadette who confirmed it will be cancelled and I will be refunded within 5 days it's now 13 days and I have received NOTHING! No confirmation if there is a delay or payment. I called again on the 15th Feb spoke to Collin who said he will escalate to Bernadette and call me back with feedback that hasn't happened either!! Am I expected to be debited again in the new month??? </p>