Requesting a refund for a month now

On 02/10/2019 i called Always On as i had difficulty to log in to my account. The consultant confirmed to me that my account has been suspended/closed for some reason, although i was still paying every month ( via deb order ). I was requested to submit proof, which i did. up to date i have not feedback, no one bothers to reply on my emails, accept for the email of 22/10/2019 "AlwaysOn Ticket CAS-407938-QNS3NF has been resolved. CRM:0038000014731"

I called AlwaysOn and spoke to Gomelo (not sure of the spelling) at 14:20 on 24/10/2019, I was holding on for about 10min for her to check something and dropped the call.

Yesterday (27/10) i received an email stating that they want all my bank statements as proof. Surely they must have some record of the deb order as they have been deducting it from my account for the past year now. And i have already send the proof from Jan 2019 that it was deducted from my account.

This is absolutely pathetic. All I want is my refund.

How difficult can it be to refund the money that they took from my account without providing a service