PUSHED FROM PILLAR TO POST

I am extremely frustrated by the contact centre and their inability to solve my problem. I am getting pushed from pillar to post, with nobody being able to help. The query is simple...there was a contract, it ended in December 2014. the account was overpaid and then there was a cancellation fee levied on the credit amount in March 2015.<br> <br> My query is why was there a cancellation fee after the contract ended. Also, how do we get the amount credited and can we facilitate a refund urgently.<br> <br> It does not take brain surgery to resolve this, but the call centre agents are clueless! <br> <br> Can someone make a little bit of an effort to help me resolve this PLEASE!