Disgusting attitude!

I used the red spotted hanky website on 29th May 2016 to purchase 3 adult tickets from London Euston to Watford Junction for 23rd July 2016 with the option of applying two railcards (one 16-25 and one two together cost) on an open return option.
I wished to return the following day but was unsure on the exact time which is why I went for an open return option.
The price came up as £21.60.
On checking the details for this journey in my phone application I discovered that this had come up as a day return and not an open return.
I telephoned immediately and spoke to a customer services operator.
When I explained the situation they that it would be possible for a full refund because I had telephoned within the hour and I would need to make the adjusted booking and then telephone again where someone from customer services would be able to issue a refund for the incorrect booking. He said he would put a note on the system explaining this.

When I went back into the website to rebook, I found that I was unable to do a open return for this service and each journey was coming in as a single journey at £21.60 (railcard discounts included). To book both journeys would be a cost of £43.20!!
The cost of this for one stop is more than it is costing to get from Poulton-le-Fylde to London Euston return!
I telephoned customer services and spoke to a lady this time, I explained my predicament and she checked my file and said that there had been no note put on it from your operative. The lady was quite rude and short with me and I felt that she spoke to me as though I was some kind of idiot.
Some of the things she was asking me to do I was unable to as I was using my mobile telephone.
You are probably aware that some information is not available on a phone website as is on a PC website which was the issue I was having.

She too checked with National Rail enquiries and with your own website and agreed that because the journey from London Euston was short in length there was no open return available, so the cost would be £43.20 (two singles) which I would have to book separately then phone back for them to refund the £21.60 I had already paid.
I said that the journey booked was no good to me at that price and said I didn't want to book a journey at £43.20! In tern I was told that I would be billed £10.00 for admin charges so would have £11.60 refunded back to me unless I re-booked.

I ended the phonecall, but thinking about it I am outraged by the ladies attitude and an admin charge of £10.00 for something which is not clearly explained on their website by the options of ticket availability.

I can't believe that it costs £10.00 to send an email out, which I never received for a journey that isn't until July!!!
I had a response to my email ensuring that everything was correct in the ways I had been informed and that they would be able to assist further and were processing my refund minus the 10.00 admin charge!
I regularly have used this company in the past but will never do so again in the future.