Consumer Redressal

We had renewed our broadband subscription with Hathway in December. Following this we had outage & no service almost everyday. On 2nd Dec'14, we asked them to cancel the subscription & refund. They gave a ref. no on phone & the billing dept informed me that the cheque will be sent within a month. On follow-up after a month they they claim the ref. no. provided on phone was not for cancellation & they are not responding to my emails. When I try to raise this request on the customercare, they conveniently disconnect the calls. Request help to address this