ADT doing as the please with my account

On the 1st of December I emailed Revonne Thomas to refund my account and cancel my subscription as ADT was doing as they in my account,on the 2nd she promised to get the annual fee refunded and get my subscription canceled then a gentleman by the name of Thabo called to get clarity as to why I wanted the refund and cancel my subscription I told him my frustration he promised the same thing and to date no refund was done and the subscription was not canceled. On the 1st of Jan 2022 ADT debited my account again. I want the December annual fee and the amount debited in Jan refunded and my subscription canceled immediately and proof sent that it has been done like I have asked in the first place.