not cancelling membership

I spoke to a Peter mathaba from membership department, i told him several times that I sent a request for this to be cancelled but he kept saying a broker pushed it threw, I asked for a complaints department email and he said there is no department however I already spoke to the chat servise and they told me there is a complaints email which I have already ccd in on this email, the call reference is ***

I want action taken and I want a letter from you guys saying that this memebreship was already cancelled and the debit was not supposed to go off