Cancelled subscription still billed - no response from Arena.

I cancelled my subscription in November 2020 and have been billed every month since. I received a response from a Circulation Services: Customer service Agent saying: "We are in receipt of your Business Live Premium subscription cancellation, your request has been escalated to our cancellation department for processing and recalculation." on 5 January 2021 but nothing since. Just my account getting billed on time every month. I want a refund but after numerous follow-ups, no response.