Never doing what the client asks

This is the second time when i had vitality and had to cancel and again i have to struggle with these people... they can not just do what is necessary, i waited half a month for them to get back to me and still want me to jump through different hoops to get this cancelled, i want your onbudsman details if this is not sorted... i will not allow payment for end of this month because your staff could not do their job its not fair that the client pay for their mistakes