Horrible Admin

I made an order with Vox at the end of April which I cancelled the beginning of May through their Whatsapp help line as I decided to remain with my current provider. I was informed by an agent there that they have cancelled the order. On the 20th of May, I received an e-mail from them that my services are active and that I need to accept a banking mandate so they debit my account. I reached out to them to enquire about this and I spoke to Clive who says he has cancelled the order and a fee waiver will be app****. On the 27th of May, my account is debited despite the debit mandate not being accepted. I sent messages through their support centre and on Whatsapp on the 31st of May which were not responded to so I called Vox on the 3rd of June and spent almost an hour talking to multiple agents who were not helpful. The last agent I spoke to referred me to Clive who I was finally connected to and was very helpful, but I was told a manager needed to approve the refund that I would receive after 14 days which is unacceptable. I still have not received further communication on whether or not the refund is now processed and I cannot possibly be expected to wait over 2 weeks for a refund that should not have been debited from my account to begin with.