An absolute mission to cancel an order

Nice products, but it's taken me a year to cancel a repeat order. (still not cancelled) I cancelled the renewal via email a year ago (my renewal would have been due a year from that date) Received a reply that this couldn't be processed at the time, only a year ahead at the time of renewal. Why? Are their systems that useless? Recently received an SMS advising me that my package would be delivered. Forwarded them the cancellation email from a year ago. Received a reply that they cannot cancel without telephonic confirmation and that a consultant would call me. Received a new SMS today to advise that they haven't been able to reach me and that I could call them. Called them on the number provided but the consultant told me she's not authorised to cancel this order, a different consultant will phone me. This is ridiculous. Multiple emails and a phone call and still not cancelled. I am annoyed and frustrated at this colossal waste of time