Paid for a subscription twice... never refunded

I subscribe for an annual membership, and immediately after I asked to swap for a monthly membership. Of course, Smilebox charged me twice, promising a refund of the yearly membership that never arrived.
I judge a programme not only for the things it can do, but for the overall organization. Who is running the business needs to understand that customers represent the biggest asset they have. Considering my experience, customer service has turned to be extremely poor and not flexible. Think twice, before committing money for this organization.