Account subscription cancelled

It was my sons birthday so I bought him a xbox and 12 months subscription to xbox live. I had to put my card details in. I tried to then remove them but it wouldn't allow me to. (I did change my name and address on them though). A couple of days later my
son then purchased ultimate for an additional $19.95. I got a notification on my email but I couldn't cancel the transaction?

I then spent ages gong through the settings and finally managed to remove the Ultimate subscription and it said I would be refunded $19.95.

I was happy (ish) with this but then my son said that his 12 month subscription had also been cancelled?

I have been trying to contact customer support for the last 2 hours and keep getting virtual support (which is rubbish) or put in a queue but nobody ever gets back to me.

Is it always this bad?

:)