I had a specific verification form that needed to ...

I had a specific verification form that needed to be signed (no need to translate this form, just a signature). Before ordering the translation, I talked with someone named Hector and he said that it won't cost extra and that I just have to reply to the order confirmation email with the form. I did exactly that and was asked to pay something like $24.
I told them that I was told it wouldn't cost extra and that if it does, I would like to cancel the order. They wrote back saying they'll look into this and contact me as soon as possible. I was in a hurry so I waited a whole day and went to a different agency because I didn't hear back from them. I emailed the Spanish Group explaining the situation and asked to cancel the order. No answer. And they went ahead and finished the translation part but I have not heard from them at all.