Poor service that proves *****

I have been trying to cancel my membership since last year, I made numerous calls but not seem to be able to assist it's either they push me to somebody else or they take my details but no action, they are still deducting and it's over a year now. This year I was given an email to send my reason for cencelling, it's been 4 months and they are still taking money from my account. I want a 12 months refund