Money Not Refunded

It's been about 5 months but i have not yet been refunded !! Instead i receive monthly statements saying that i am in credit !! My contract was cancelled long ago !! The agents apparently 'could not get hold of me' to confirm my banking details despite having called and emailed me on numerous occasions ... so they conveniently 'closed' my case. Incompetence? Or just arrogance? Lack of regard for the CPA and consumer service? What is it?