Bad service

On 17 December 2021 I sent cancelation request to Fidelity secure drive generic email. I never received any respond until I do follow-up on the 4 Jan 2022. I was then advised that my request was sent to finance team for cancelation. Again on the 20 Jan 2022 I did follow-up again without getting feedback. All these time they are debiting my account while they are failing to respond to my emails.