complaints

hi i was trying to help my mum back in october with her consent to get a  better deal and when i telephoned still wasn't happy with the price she was given so advised would go with a different provider and after arranging a new internet and telephone package with BRSK on the same day went back to virgin via telephone to advise to cancel her package. Assumed this had all taken place. My mum then died in november and my dad has just had a payment taken out of his account, when i have telephoned to query they say that the package was not cancelled, i asked to speak to a supervisor and was refused i asked to make a complaint and they told me to do it online i asked for a refund due to exceptional circustances and was advised it was not there fault and we chose to go with another supplier! suggestion was to contact bank to request indemnity claim!!