Pathetic service - Understatement.

My fiancé cancelled his contract a month before the due date fir it to end. This was in April 2019. Unknowingly, he still got charged every month until September 2019. When he noticed it he called to cancel it (AGAIN) and requested a refunded as they "manager" on duty did not complete the process. So now after about 5 times of call and being told it has been submitted, he finally gets an sms (AFTER THE 6TH CALL) saying the refund is in process. And guess what??? Still no refund!!!!