Afrihost - disappointing service

On the 20th, I reached out via email to request a credit on the latest invoice. In January, I attempted to cancel this package, and in response, Afrihost offered me a complimentary month, which I accepted. I was under the impression that the package would automatically cancel after this period. However, I've noticed it was charged again in March 2024. When seeing this, i immediately went to cancel. Please can you issue a credit for this? My initial cancellation, followed by the acceptance of Afrihost's free month offer (which went unused under the assumption it would lead to cancellation), can be verified by checking the logs.

Following some back-and-forth communication with your support team, I was eventually referred to the accounts department. The response I received was a generic overview of the refund policy, which overlooked the details of my situation and it seems that my email was essentially ignored. Having been a loyal customer for approximately 10 years and managing between 4 and 5 accounts, I found this response extremely disappointing and frustrating. Please consider the fact and my humble request.