Billed even though I cancelled in FREE TRIAL period

Feel like I have been ****med... It's been over a week waiting for them to sort out a refund. I cancelled my trial within the trial date yet was still debited... Some guy Roy keeps replying with what feels like a standard email, that has no bearing on my situation. I have emailed billing and another consultant said he would escalate the matter for me, however I have still not had a reply even.