Fido review: Customer service

I've had multiple calls with Fido customer service over the past three weeks, totaling 2.5 hours. I initially requested to switch to Fido on November 8 for a better plan, but an extra line was created during the account opening, discovered only during billing. I was charged for two lines ($224.68) without receiving the SIM cards and called to cancel on November 22, requesting a refund. Despite assurances, no refund has been issued. Today, I learned that a refund ticket was never created during my previous calls and that I must wait another week to be issued credit onto the account at which time they will go through the process of issuing me a refund. My initial request for a refund was never actioned, which means that if I did not follow up that a refund would never have been issued to me. I have had to reach out to Fido multiple times, and even told to reach out again in the future to be issued the refund after credit is deposited into the account. I should not have to wait and chase Fido down to be refunded for services that I never received. I would like for Fido to refund me the amount that is owed to me within the next 5 business days as I am having to pay for my credit card in the next week.