Called them to have services transferred a couple ...

Called them to have services transferred a couple months ago when we bought a house and was told everything was set. A couple months later, we get a crazy high "over-due" bill for all the months after we had the services transferred. When we called to have it fixed, they told us we had to pay it because we never cancelled the old ones when we transferred. Kindly explained to the women, who clearly didn't understand or speak English very well, that I shouldn't have to ask to cancel it. The definition of a transfer is to move from one place to another. Finally had them cancel the account and said we could expect a refund in the mail in 5 to 7 business days. It is now more than two weeks later with no check. Called earlier for an update and was transferred 5 times before the call just ending. When our contract is up, we will NEVER be using Wow services again. It shouldn't be an all day process to speak to a representative about an issue....