Dissapointed Customer

My Hisense frontloader washing machine was sent in for repairs, it returned back est 2 weeks, it worked for a week and again its returned back and still no washing machine, the parts ordered were apparently incorrect, in the meantime while waiting the contract 36 months has expired at end june, this was confirmed via mail, i received a statement for July indicating the full balance, when ive contacted them the consultant said i must ignore the statement as it wont be billed. I was debited and after numerous mails and phone calls on my account i received no joy, only stated that the Monday a document will be send to me for signage for refund....... Its nearly the end of the week and no document, no phonecall, no refund and still no washing machine.