Those CS in 3 is useless.... They will say a lot of bull shxt to fool you off. For such issue, better ask for their manager. Don't listen to those CS saying that they will ask their manager to call back in xx hours. No one will call you back. You need to insist to hold over the phone while they connect you to a manger. Usually they will say their manager line is busy and cannot get through for the first few holds, just tell them you would continue waiting over the line. Usually the manager is willing to refund the money considering your total sum is not high at all. Prepare the old and new contract copy and forward a complain to Consumer Council at the same time in case the manager is not willing to help. You may also forward your case to the newspaper. At last, if all these methods doesn't works, Small Claims Tribunal is your last option.
P.S. I always record every conversation if I renew or join in new contract.