The worst Customer service

I phoned Times Media Call Center on 21st July to change my delivery address for the newspaper. After assuring me that there would be no problem I have not had a paper delivered since that day. The Times DO NOT deliver to Heidelberg!!! After at least 20 further calls to the same Call Center, and 10 emails, and being assured that it is being sorted out I eventually told them I am cancelling my Subscription and require a refund... 1 month later I am STILL waiting!! How can a Company of this size have SUCH APPALLING CUSTOMER SERVICE?????