*****, negligence, or incompetence?

Having contacted Hello Peter previously to complain about Edgars not cancelling a debit order for their club magazine, I got a very swift but utterly unsatisfactory response. This matter has been going on since March! I have sent them proof of the debits against my account, but to no avail. I am utterly nonplussed and cannot fathom whether this is either a case of *****, or gross negligence, or gross incompetence on the part of Edcon. How on earth do you tell someone there is no debit order when you actually furnish proof of the monthly deductions?! This is disgusting and shameful!