On 31 Oct I called to cancel my broadband. After a long time I convinced the guy I wasn't interested in staying, and he said fine the contract will terminate in 30 days (i.e. 30 Nov).
Unfortunately it didn't, and I continued to be billed and debited. Once for the period 21 Nov - 21 Dec, and again 22 Dec - 21 Jan. When I noticed the payments I called on 12 Jan to ask why it hadn't be cancelled, and for a refund. She said she could see the request on 31 Oct but for some reason it hadn't happened. She then said the termination date would be backdated to 30 Nov and any money billed after that time would be refunded by cheque within 30 days.
Well 30 days later and no sign of my money. In fact if I look on my account now it says I'm only in credit £12 (12 Jan - 21 Jan), when it should be around £65 (1 Dec - 21 Jan).
Can somebody please explain why I'm being lied to on the phone, and how to get my money back?