Cant get a refund from unaligned broadband

I moved house and cancelled my broadband. I got a letter saying they would disconnect the service. It never happend. They kept taking money from my account. I did not spot it for a while. 
When I finally spotted it I phoned 0800216663. They stopped the direct debit and said they would refund me. That was in April. I have phoned them 6 times in all, some calls lasting an hour. Each time they would promise a refund, with no action. I emailed [email protected] and attached all the evidence their disconnection letter, even my Virgin contract (they asked for this). phone a day later. Yet another promise. They would phone me back today at 5pm. No call. 
Why Oh why so many broken promises?
'phoned them again tonight. after putting me on hold they just hung up on me.
Stuck for ideas. What should I do?

Hi maddad2013,
Once one of the BT Care Team (mods) have read your post they may then offer you their assisatnce and support. They may give you instructions and access to the BTCare (Mods) contact form.
Cheers
jac_95 | BT.com Help Site | BT Service Status
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