3 weeks for a refund!!

I cancelled 1 membership that went off my account, they told me that the debit order wont go off end of July. The debit order still went off end of July. I phoned them (2015/08/25) and were told that they will refund me and it will take 5-7 days. After the 7 days, still no refund... In the meantime, end of August debit order also went off. I phoned them AGAIN, I were told that the cancellation got \lost""; no call back;i have to phone them. This is now bank charges and airtime costs!!!"""