Unable to cancel the agreement

I tried to take a loan with Fasta but I mistakenly took a fasta virtualcard. I emailed the support team to cancel it but they did not. They keep telling me that the ticked has been closed and I don't understand. The virtual card has not been cancelled after 3 weeks and I cannot use this credit card because I don't need it. This company offers poor service and the support is unprofessional. Do not opt for this company. I wish I had read reviews about it in the first place.