overcharged a second time

I renewed my contract to just to get a bill that is almost 4x what we had agreed to telephonically. I called to request to listen to the recording, this was 29 May. i was told 5 working days... but till today nothing..! so what are those recordings for if not to settle disputes??? Last time they charged me an excessive amount they refused to refund me, instead they kept it as a credit!!! Stick to the amount that you are authorised to take from people's accounts!!