Locked In Package

I bought a locked in contract and have had it for a very long time - but due to Health Reasons I had to move, hence the immediate cancellation of this contract - signing up on their website I was told that although it was on Debit Oder, If I now paid a penalty fee of about R900 - they will stop the debit order, cancel the contract as per the email and Penalty paid - Well I have sent numerous emails, called a few times - my debit orders have never been cancelled - I cannot get a refund on the debit order, and I assume the penalty payment was for nothing