Refuse to refund my money.

I requested a move and the move has been done successfully. My issue now is that the sales person said I will not be held responsible for any fees with the move and so on. I paid for a service at the old property and as soon as my internet was active at the new property I’m being billed again. This is unacceptable. I requested a refund on the old property as I am not staying there now they don’t want to refund me. This is unacceptable.