Pathetic service

Pathetic service! My account was double debited at the end on March, I have been trying almost daily to find out what's happening with my refund. Whenever I am able to get through to a consultant, I am told that my refund will be processed. Yet, when no payment reflects, and I get hold of a consultant, AGAIN I am told that my refund will be sent off to finance. It's been almost a month, and NO refund. Always quick to take money, but never to return money.