Juno-Charges for accounts never openned-and won't pay back

I recieved a FREE 3 month membership to Juno in the mail. Loaded the program and used it for 6 weeks. I didn't like it at all. Tryed to cancel on-line, wouldn't let me do it, so I called and was put on hold for over 30 minutes. Finally spoke to a representative and canceled the membership. A month later I recieved a statement with a charge for $14.95 to Juno. Called Juno back, explained the situation, and was told that I apparently had two accounts. The one that I cancelled that was free. And the one they took upon themselves to purchase for me. I never purchased a membership. And it was never used. When I asked for my money back, I was told "NO we can't do that, you will have to file a complaint with the bank it was charged too!" What kind of service is that.