Insurance not cancelled after written request

On the 24th January I emailed you to cancel any insurance associated with my grandmother and provided her ID number, I then received a reference ***.

She is still unable to continue watching because she is being told about another insurance, what does " cancel any insurance associated with this ID number" means if she is still being told about another insurance.

On my email I had stated that she is a pensioner and you should stop selling her insurances that she doesn't even understand and remove her on your marketing database, if you failed to implement the written instruction who then is responsible for payment? Please stop exploiting the elderly and also answer your phones so we can get on the bottom of this.