taking one's money and no tax certificate

I cancelled their debit order at my bank. Calling them, the selection of the appropriate option sends one right back to the original instruction to select an option. Circling and unable to make contact. Outlook is telling me that delivery of the email I sent to ask for the tax certificate is delayed. This has been the case for a week now. This is not all. I want to cancel debit order with because no receipt of tax certificate this year. A struggle every year, while I never have a problem with three other charities. If the organisation is reading this - Cancel the debit order for FP***8 please